Thesis information "Research on food service quality at 3-star hotels in Ha Long for Chinese tourists" by HVCH Hoang Thi Thuong, majoring in Tourism.1. Full name of student: Hoang Thi Thuong 2. Gender: Female 3. Date of birth: October 14, 1980 4. Place of birth: Bai Chay - Ha Long - Quang Ninh 5. Decision to recognize student No. 2551/2007/QD-XHNV-KH&SĐH dated: November 2, 2007 by the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi 6. Changes during the training process: (none) 7. Thesis topic: Research on the quality of food and beverage services at 3-star hotels in Ha Long for Chinese tourists. 8. Major: Tourism 9. Scientific supervisor: Dr. VU MANH HA; Faculty of Tourism - University of Social Sciences and Humanities; Vietnam National University, Hanoi. 10. Summary of the results of the thesis: Firstly, the thesis has systematized the theoretical basis of service quality and food service, and determined the appropriate research method. Secondly, the thesis has pointed out the customs, habits and eating preferences of Chinese tourists as the basis for hotels to choose food products that satisfy the needs of customers and improve the efficiency of attracting customers. By applying theories on service quality, the thesis has deeply investigated the current status of food service quality at 3-star hotels in Ha Long for Chinese tourists through distributing survey forms to solicit customer opinions. Processing the data, thereby finding the objective and subjective causes of the current situation. * Objective causes - Input materials are seasonal. - The crisis of the world economy since the end of 2008, the inflation of the Vietnamese economy has led to an increase in input factors, leading to an increase in the prices of output products and services. - The payment capacity of Chinese tourists is low but the demand for food and beverage services is high. * Subjective causes - Weakness in professional skills and lack of professionalism of the food and beverage service staff at hotel restaurants - Limitations of staff in using foreign languages in communicating with Chinese guests. - There has not been extensive research to enrich the menu - The issue of staff uniforms has not been thoroughly addressed. - Equipment and technical facilities to serve food and beverage business activities still have some shortcomings. - Hotels have not paid much attention to improving the quality of food and beverage services. - The level of service quality management of hotels is still weak. Third, the thesis has proposed basic solutions to improve the quality of food and beverage services at 3-star hotels in Ha Long for Chinese tourists; including: promoting the role of guiding businesses to build food and beverage products suitable to the tastes of Chinese tourists; increasing promotional activities to the Chinese market; increasing inspection, examination and quality management activities for businesses providing food and beverage services in tourism; improving the quality of the workforce; strengthening technical facilities in the food and beverage department; strengthening management to improve the quality of food and beverage services; developing and diversifying dishes and drinks for Chinese tourists; Respecting customer feedback.... 11. Practical applicability: The thesis can be used as a reference for officials and experts of the State management agency of tourism, 3-star hotels in Ha Long and tourism students to improve the quality of food and beverage services. 12. Further research directions: none. 13. Published works related to the thesis: none.
INFORMATION ON MASTER'S THESIS
1. Full name : HOANG THI THUONG 2. Sex: female 3. Date of birth: October 14, 1980 4. Place of birth: Bai Chay – Ha Long – Quang Ninh 5. Admission decision number: 2551/2007/QD-XHNV-KH&SĐH dated November 2, 2007 6. Changes in academic process: None 7. Official thesis title: Research quality catering services at 3 star hotel in Halong for Chinese tourists. 8. Major: Tourism 9. Code: N/A 10. Supervisors: Dr. Vu Manh Ha – Lecturer, Faculty of Tourism 11. Summary of the findings of the thesis: First, the thesis has been the basis of systems theory and quality of service and catering services, identify appropriate research methods. Second, the thesis points out the practices, habits and tastes of Chinese tourists is the basis for the hotel food product choices to satisfy the maximum demands of customers and improve performance attract visitors. By applying the theory of service quality, the thesis has been going into investigating the current status of quality food service at 3 star hotel in Halong for Chinese tourists through the broadcasting of the survey representing the customer demand. Data processor, thereby finding out the causes of objective and subjective reality. * Cause objective - Source inputs seasonal nature. - The economic crisis of the world since late 2008, inflation of Vietnam's economy should lead to increased inputs, leading to price the products and services output also increased. - Solvency of Chinese tourists is low but the demand for food services is high. * Cause subjective - That poor skills and lack of professionalism of the workforce in food service in the hotel restaurant - Limit of staff in the use of language in communicating with customers in China. - There has not been extensive research to enrich the menu - Not fully in matters of employee uniforms. - Equipment and technical facilities to serve the food business have some existence. The hotel also has not paid attention to the issue of improving the quality of catering services. - Quality of management of hotel services is weak. Third, the thesis has been given the basic solutions to improve the quality of catering services at the 3-star hotel in Halong for Chinese tourists, including: promoting the role of business-oriented building products suitable food tastes Chinese tourists to intensify their promotional activities to the Chinese market to intensify inspection activities, inspection and quality control for the enterprise catering services in tourism, improve the quality of the workforce and enhance technical infrastructure in the food department, strengthen the management improve the quality of catering services, development and diversification of food and beverage for Chinese tourists; Appreciate the feedback of customers 12. Practical applicability, if any: Thesis can be used to refer to staff, senior management of state agencies on tourism, the 3-star hotel in Ha Long Bay and tourism students improve the quality of catering services 13. Further research directions, if any: None 14. Thesis-related publications: None
