MASTER'S THESIS INFORMATION
1. Student's full name:Nguyen Thi Hoa
2. Gender: Female
3. Date of birth: July 11, 1978
4. Place of birth: Nam Dan, Nghe An
5. Decision on recognition of 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 training process: 3-month extension from October 2014 to January 2015.
7. Thesis topic name:Research on restaurant service quality in restaurantsin a 4 star hotel in Hue city.
8. Major: Tourism Code: Pilot training program
9. Scientific instructor:Dr. Nguyen Van Luu, Member of the Training Council of the Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi".
10. Summary of thesis results:
Overview of theoretical basis of restaurant services and restaurant service quality in hotels.
Investigation and assessment of the current tourism situation in Hue City, the potential for developing restaurant services in hotels in Hue City.
Investigation and assessment of the current status of restaurant service quality in 4-star hotels in Hue City. The thesis uses the SERVQUAL scale to assess customer satisfaction with restaurant service quality in 4-star hotels in Hue City - case study of 3 hotels in the area (Century Riverside, Huong Giang Resort & Spa and Saigon Morin). The theoretical framework "expectation - perception" is used in the model.
The assessment has assessed the current status of restaurant service quality in 4-star hotels in Hue City from the results of practical research; pointed out the factors affecting the service quality of these restaurants; on that basis and studying the restaurant service business trends in the world, it has proposed 5 solutions (Solutions on technical facilities; solutions on human resource management; solutions on products; solutions on service standards; and solutions on customer markets) to contribute to improving the quality of restaurant services in hotels. To implement the solutions, a number of recommendations have been proposed to tourism management agencies, tourism vocational training institutions, local authorities and businesses.
11. Practical application:
- Businesses can apply the SERVQUAL model to evaluate service quality through customer perceptions, thereby knowing which good factors should be promoted and overcoming factors that are not highly appreciated.
- Businesses can apply solutions to improve the quality of their restaurant services, some of which can be applied to the overall service quality of the business.
- Tourism training and vocational training facilities can develop appropriate training and vocational training programs to meet practical requirements.
- Tourism management agencies plan to develop and promulgate regulations on restaurant service standards so that businesses can manage quality more easily.
INFORMATION ON MASTER'S THESIS
1. Full name: Nguyen Thi Hoa 2. Sex: Female
3. Date of birth: July 11, 1078 4. Place of birth: Nam Dan – Nghe An
5. Admission decision number: 1501/2012/QD-XHNV-SĐH, Dated August 6, 2012 of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in academic process: Extension of the thesis from October 2014 to January 2015.
7. Official thesis title: “Research the quality catering services of restaurants at 4 star hotels in Hue City”.
8. Major: Tourism 9. Code:
10. Supervisors: Dr.Nguyen Van Luu, Member of Science Council, University of Social Sciences and Humanities, Vietnam National University Hanoi.
11. Summary of the findings of the thesis:
-Overview the theoretical basis of restaurant service and quality in restaurant service at four stars hotels in Hue City.
- Investigating and assessing the tourism in Hue province, potential development restaurant business service at four stars hotels in Hue City.
- Surveying and assessing the restaurant service quality at four stars hotel in Hue city.
Thesis applied SERVQUAL scale to evaluate the satisfaction of tourists about restaurant service quality at four stars hotel in Hue City - case study in Morin hotel, Huong Giang hotel and Century Riverside hotel. The method in this model follows the theoretical framework “expectation – perception”.
- Evaluating situation of restaurant service quality at four stars hotels in Hue city study result. Study result also shows the factors that influence the service quality of these restaurants. On that basis, following the trends of the restaurant business in the world, the thesis has proposed the solutions to improve the quality of restaurant service in hotels: Solution to technical facilities, solution to human resource management, solution to service standard, solution to guest market.
- Suggesting some solutions for tourism management agencies, local government, vocational training establishment tourism and enterprise to improve the quality of restaurant service in four stars hotels in Hue city.
12. Practical application, if any:
- Applying SERVQUAL model with theoretical framework "expectation - perception" to measure tourists' satisfaction on the quality service in restaurants with different demographic factors have different evaluations of restaurant service quality. Thus hotel management is able to build up business management strategies in order to enhance restaurant service quality in hotel.
- Giving solution to hotel, enterprise to improve the restaurant service quality, some of them can be applied for all kinds of service in hotels.
- Giving solutions to tourism management agencies and local government to formulate effective appropriate policies and regulations for the development of tourism and community.
- Giving orientation to veducational training establishment tourism to build training programs to match with requires hotels.
- Recommending to tourism management agencies issue regulations for standards of restaurant service, on that, enterprise can manage the quality of restaurant service easier.
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