1. Student's full name: Hoang Ngoc Thac 2. Gender: Male
3. Date of birth: August 26, 1971
4. Place of birth: Ha Nam
5. Student recognition decision No. 2705/2020/QD-XHNV dated December 24, 2020 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in training process: No
7. Thesis topic: "Research on service quality of Muong Thanh Luxury hotel chain".
8. Major: Tourism; 9. Code: 8810101.01
10. Scientific advisor: Dr. Nguyen Quang Vinh - Lecturer, Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of thesis results:
The topic has reviewed research works, systematized the theoretical basis on service quality of hotels in general and Muong Thanh Luxury segment in particular, previous research models. From there, the topic has established a tentative research model on factors affecting service quality of Muong Thanh Luxury hotel chain belonging to Muong Thanh Group in Vietnam including 07 scales and 42 independent observed variables, 06 dependent observed variables. Based on the results of in-depth interviews, the topic has qualitatively analyzed the factors affecting service quality of Muong Thanh Luxury hotel chain in Vietnam to find out the advantages and limitations. Then, combined with quantitative data processing of survey results using questionnaires based on SPSS 23.0 software, the thesis conducted reliability testing, exploratory factor analysis (EFA) to establish an official research model including 07 scales, 36 independent observed variables and 06 dependent observed variables. After that, the topic performed regression and obtained a regression equation with standardized Beta coefficient to find out the impact level of each factor affecting the service quality of hotels in the Muong Thanh Luxury chain, Muong Thanh Group in Vietnam. This result is the basis for the topic to make recommendations to improve the service quality of the Muong Thanh Luxury chain in particular and further, of the entire hotel system of Muong Thanh Group.
12. Practical applicability: It is a reference document for students and trainees in tourism and hotel industries and a scientific basis that hotels can refer to in the process of managing and monitoring the quality of hotel services, while promoting business activities, aiming to develop businesses sustainably.
13. Further research directions: Evaluate customer satisfaction with service quality at hotels belonging to Muong Thanh Group. From there, compare the service quality of the hotel system of Muong Thanh Group with an international hotel group.
14. Published works related to the thesis: None
INFORMATION ON MASTER'S THESIS
1. Full name: Hoang Ngoc Thac 2. Gender: Male
3. Date of birth: August 26, 1971
4. Place of birth: Ha Nam
5. Student Recognition Decision No: 2705/2020/QD-XHNV (issued date: December 24, 2020) by the Principal of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in the training process: No
7. Dissertation title: “Research on service quality of the Muong Thanh Luxury hotels chain”.
8. Specialization: Tourism; 9. Code: 8810101.01
10. Science instructor: Ph.D. Nguyen Quang Vinh - Lecturer of the Faculty of Tourism, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of the thesis's results:
The topic has reviewed the research works and systematized the theoretical basis of service quality of hotels generally and the Muong Thanh Luxury segment particularly, previous research models. Then, the topic has established a tentative research model on factors affecting service quality of the Muong Thanh Luxury hotels chain belonging to Muong Thanh Group in Vietnam, including 07 scales and 42 independently observed variables, 06 dependently observed variables. Based on the results of in-depth interviews, the topic has qualitatively analyzed the factors affecting the service quality of the Muong Thanh Luxury hotels chain in Vietnam to find out the advantages and disadvantages. Then, combined with quantitative data processing of survey results by questionnaire based on SPSS 23.0 software, the thesis has conducted a reliability test, exploratory factor analysis (EFA) to establish the official research model including 07 scales, 36 independently observed variables, and 06 dependently observed variables. After that, the study performed regression and obtained the regression equation with a standardized Beta coefficient to find out the impacted level of each factor affecting the service quality of the Muong Thanh Luxury hotels chain, Muong Thanh Group in Vietnam. This result is the basis for the thesis to make recommendations to improve the service quality of the Muong Thanh Luxury chain in particular and beyond that of the entire hotel system of Muong Thanh Group.
12. Practical applicability: As a reference for students and trainees in tourism and hospitality industries and a scientific basis that hotels can refer to in the process of quality management and service quality supervision in hotels, while promoting business activities, to develop businesses in a sustainable way.
13. Further research directions: Evaluation of customer satisfaction with service quality at hotels belongs to Muong Thanh Group. After that, compare the service quality of the hotel system of Muong Thanh Group with an international hotel group.
14. The published works are related to this thesis: No
