MASTER'S THESIS INFORMATION
1. Student's full name:Tong Diep Thanh
2. Gender: Female
3. Date of birth: June 13, 1981
4. Place of birth: Thua Thien Hue
5. Decision to recognize students: No. 1501/2012/QD-XHNV-SDH, dated August 6, 2012 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi
6. Changes in the training process: Thesis extension from October 2014 to January 2015
7. Thesis topic name:“Research on the quality of cooking services for tourists in hotels in Hue city”
8. Major: Tourism Studies Pilot Training Program
9. Scientific instructor:Associate Professor, Dr. Bui Thi Tam– Head of Tourism Faculty – Hue University
10. Summary of thesis results:
After the overview of the research problem, the thesis has presented some basic concepts about:service, cooking service, quality, service quality. On that basis, the thesis analyzes in depth the needs, characteristics, significance and process of organizing cooking service.
The theoretical basis for service quality assessment is exploited on 4 aspects: service characteristics, factors affecting service quality, assessment criteria and service quality assessment models.
The above theoretical issues are the basis for conducting a survey of the current status of cooking teaching activities in hotels:
- Based on secondary data sources and survey data to analyze tourist information and identify important factors that determine the choice of cooking classes at hotels: Villa Hue, Hue Citadel and Pilgrimage Village.
- Using the Likert scale with 24 criteria specified based on the 5-factor model of service quality (SERQUAL) of Parasuraman et al. (1994) and applying the IPA (Importance - Performance Analysis) service quality assessment model and the SERVPERF model to deeply analyze and evaluate the current status of cooking service quality at hotels.
- From there, there is a comparison of service quality at the research hotels as well as determining important indicators as well as factors that need improvement (IF - improvement factor).
Based on the survey, analysis and assessment of the current situation, the thesis has assessed the strengths, weaknesses and important factors to improve the quality of cooking teaching services, from which combined with the theoretical basis, proposed the following groups of solutions:
- Solution group to improve sense of responsibility in customer service;
- Solution group to enhance reliability in service provision;
- Group of solutions to improve service capacity of service team;
- Solution group shared with customers;
- Investment solutions group, improving facilities.
The solutions are all relatively independent in the system. However, there is always a relationship, interaction and influence between the solutions, promoting each other in the direction of improving the quality of cooking services for tourists.
11. Practical application:
- Propose quality assessment criteria and identify important factors affecting the quality of cooking training services in hotels. From there, orient the application of service quality assessment models as well as identify factors to improve service quality.
- Provide solutions for tourism managers, service providers and directly involved teams to apply to overcome, adjust and further improve products and services, with the aim of bringing satisfaction to tourists when participating in cooking classes in hotels in Hue city.
- Provide specific cases of applying service quality measurement models, from which researchers can compare and evaluate the advantages and disadvantages of the models as well as apply them appropriately to specific types of services, resources and research time, and especially suitable for the practical management needs of businesses.
12. Further research directions:
- Expand the evaluation of cooking service quality in restaurants and hotels from the perspective of service providers.
- Apply additional service quality assessment models to test and compare the reliability of service quality assessment models.
INFORMATION ON MASTER'S THESIS
1. Full name: Tong Diep Thanh 2. Sex: Female
3. Date of birth: June 13, 1981 4. Place of birth: Thua Thien Hue province
5. Admission decision number: 1501/2012/QD-XHNV-SDH, Dated August 6, 2012
6. Changes in academic process: Extend the thesis from October 2014 to January 2015
7. Official thesis title:“Service quality on cooking class for tourists at hotels in Hue city”
8. Major: Tourism studies 9. Code: Experimental training program
10. Supervisor: Assoc. Prof. Dr. Bui Thi Tam – Dean of Hospitality and Tourism Faculty – Hue University
11. Summary of the findings of the thesis:
This thesis points out some basic concepts of service, cooking class service, quality, service quality, etc…On this basis, the thesis analyzes deeply in needs, characteristics, meaning and cooking class process.
Literature review aims to address issues of service quality assessment which focuses on 4 aspects: characteristics of service, factors influencing on service quality, assessment criteria and assessment models on service quality.
Those are the basis to conduct surveys on cooking class in reality at hotels:
- Based on secondary sources and survey data to analyze tourist information and identify important factors deciding the choices of cooking class at the hotels: Villa Hue, Imperial hotel and spa, the Pilgrimage village.
- Using the Likert's scale with 24 attributes operationalized from the SERQUAL model of 5 dimensions (Parasuraman et. al, 1994), along with application of two other models for assessing service quality, namely: IPA (Importance - Performance Analysis) and SERVPERF, from which the results and comparisons could be made to provide better assessment and management implications cooking class service quality in Hue.
- On the basis of the survey, analysis and assessment of the current situation, this thesis has evaluated the strength, the weakness and key factors below in order to improve service quality of cooking class, which combines the literature review to suggest solutions:
-Solutions to improve the responsibilities of employees in serving guests;
-Solutions to enhance the reliability in providing services;
- Solutions to ensure service assurance through staff capacity improvement;
- Solutions to express empathy with customers;
- Solutions to invest, improve facilities.
The solutions are relatively independent in the system. However, there are relationship, interaction, effect and promotion among the solutions in the direction of improving service quality of cooking class for tourists.
12. Practical applicability:
- Pointing out criteria of quality assessment and identifying important factors affecting service quality of cooking class at hotels. From which apply service quality models as well as identify factors to improve service quality.
- Providing solutions for tourism managers, service providers and service staff to apply, fix, adjust and further improve products and service, with the purpose of satisfying customers when attending cooking class at hotels in Hue city.
13. Further research directions:
- Assessment of cooking class service quality at restaurants, hotels from service providers perspectives.
- Replication of the models and research methods to other quality assessment of other services in travel and tourism industry for testing and improving the applicability of the service quality models.
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