INFORMATION ABOUT THE MASTER'S THESIS
1. Student's full name:Thai Thi Hong Lam
2. Gender: Female
3. Date of birth: December 4, 1977
4. Place of birth: Hue Central Hospital
5. Decision on student admission: No. 1501/2012/QD-XHNV-SDH dated August 6, 2012, by the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in the training process:
7. Thesis title:"Research on the quality of Hue Royal Banquet services at 4-star hotels in Hue" - survey conducted at Huong Giang and Morin hotels.
8. Major: Tourism Studies Code:
9. Scientific supervisor:Assoc. Prof. Dr. Nguyen Thi Nguyen Hong
10. Summary of the thesis results:
- Systematizing the theoretical basis of the quality of royal banquet services in To Summerize Hotel
- Identify the factors that constitute service quality in 4-star hotels in Hue City. Simultaneously, analyze the impact of these factors on overall customer evaluation.
- Introducing research models on service quality such as the Servqual model, the Servperf model, and the service quality gaps model, and then proposing a research model suitable for the research topic and the subject of investigation: the quality of royal banquet services at 4-star hotels in Hue City.
- Analyze the reviews of tourists and staff at 4-star hotels in the area regarding the quality of royal banquet services offered there.
- Propose some basic solutions to contribute to improving the quality of Royal Banquet services at 4-star hotels in Hue, helping to attract tourists to Hue and maintain customer satisfaction when experiencing Royal Banquet services at 4-star hotels in Hue city.
11. Practical applications:
- The research results are an important source of practical information to supplement the teaching content of several subjects related to restaurant and hotel management, event organization, etc.
- Applying the SERPVERF scale in research to examine its suitability for practice in Vietnam.
- The results of measuring the factors affecting customer satisfaction will be an important basis for hotels to develop the most effective solutions to improve the quality of royal banquet services.
INFORMATION ON MASTER'S THESIS
1. Full name: Thái Thị Hồng Lam 2. Sex: Female
3. Date of birth: December 4, 1977 4. Place of birth: Hue hospital
5. Admission decision number: 1501/2012/QD-XHNV-SĐH Dated August 6, 2012
6. Changes in academic process:
7. Official thesis title:“Studying the quality of the Royal Banguet at 4 star hotel in Hue city” (survey in Morin and Huong Giang Hotel)
8. Major: Tourism 9. Code:
10. Supervisor: Associate Professor – Ph.D. Nguyen Thi Nguyen Hong
11. Summary of the key findings of the thesis:
- Systematize the theories that realized to the service quality of the royal banquet in the 4 star hotels in Hue city
- Identify the factors that constitute quality of service in the system of 4 star hotels in the Hue city. In addition, analyze the impact of these factors to the overall assessment of the customers.
- Recommend the models researching about the service quality such as SERVQUAL model, servperf model, the gaps of quality service model. Thereby, make the proposed research model to suit this research and investigative objects is the service quality in the royal banquet in the system of 4 star hotels in Hue city.
- Analyze the tourists' acessements and staffs' acessements about the service quality of the royal banquet at the hotels that they are working.
- Give some recommendations and orientations for improving the service quality of royal banquet at 4 star hotels in Hue city. Hence, this will contribute to attract more tourists to Hue city and maintain the tourists' satisfaction when they spend their royal banquet at 4 star hotel in Hue city.
12. Practical applicability:
- The results are important practical resources adding to the reference materials that can be used and looked up for the courses about restaurant management, hotel management, and banquet management etc.
- The application of SERPVERF scale in studying this thesis with the aim to consider the suitability of this scale with the reality in Vietnam.
- The results from measuring the factors affecting customer satisfaction will be an important basis for the hotels'managers offering their solutions with the highest efficiency in order to improve service quality of royal banquet.
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