TTLV: Tourist satisfaction with accommodation services in 3-star hotels in Hue - Case study of Duy Tan Hue Hotel and Heritage Hue Hotel

MASTER'S THESIS INFORMATION

1. Student's full name: Vuong Thi My

2. Gender: Female

3. Date of birth: July 15, 1981

4. Place of birth: Nghe An

5. Student recognition decision 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: No

7. Thesis topic name:“Tourists' satisfaction with accommodation services in 3-star hotels in Hue - Case study of Duy Tan Hue Hotel and Heritage Hue Hotel”

8. Major: Tourism

9. Scientific instructor:Assoc. Prof. Dr. Tran Thi Minh Hoa, University of Social Sciences and Humanities, Vietnam National University, Hanoi

10. Summary of thesis results:

- Overview of theoretical basis of tourist satisfaction

- The thesis used the SERVQUAL scale to measure customer satisfaction in 3-star hotels in Hue - case studies of Duy Tan Hue Hotel and Heritage Hue Hotel. The method used in the model is the theoretical framework "expectation-perception".

- The research results have assessed the current situation that tourists are less than satisfied with the accommodation services in 3-star hotels in Hue. The research results also show the factors affecting tourists' satisfaction.

- Proposing solutions to improve the quality of accommodation services in the hotel business to increase tourist satisfaction: Improving management and operation capacity and quality of service staff; Improving facilities; Solutions on pricing policies; Solutions on maintaining customer satisfaction;Solutionsupplement to increase tourist satisfaction with accommodation services in 3-star hotels in Hue.

- Propose some recommendations to contribute to improving the management of accommodation service quality to increase tourist satisfaction, contributing to the strong business activities of 3-star hotels in Thua Thien Hue Province.

11. Practical application:

- Applying the Servqual research model with the theoretical framework "Expectation - perception" as a scale to evaluate tourist satisfaction with each aspect of accommodation service quality, and identifying which aspects affect tourist satisfaction, and each group of tourists with different demographic factors has a different assessment of accommodation service quality, so that hotel managers can build a strategy in business management to improve service quality to increase satisfaction for each guest or different group of guests, bringing the best business efficiency to the hotel.

INFORMATION ON MASTER'S THESIS

1. Full name: Vuong Thi My

2. Sex: Female

3. Date of birth: July 15, 1981.

4. Place of birth: Nghe An

5. Admission decision number:1501/2012/QD-XHNV-SĐHof the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in academic process:

(List the forms of change and corresponding times)

7. Official thesis title:Tourists' satisfaction withaccommodation servicein three star hotels at Hue City - A case study in Duy Tan Hotel and Heritage Hotel  

8. Major: Tourism.

9. Supervisors:Assoc. Tran Thi Minh Hoa (Mrs), Ph.D, the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of the findings of the thesis:

- Theoretical basis overview of tourists' satisfaction

- The thesis applies SERVQUAL model to measuretourists' satisfactionin three star hotels at Hue City - A case study in Duy Tan hotel and Heritage hotel. The method in this model follows thetheoretical framework “expectation – perception”.

- The thesis findings have examined the fact that tourists' evaluations are lower than their satisfaction with accommodation services in three star hotels at Hue City. The thesis findings also point out aspects impacting on tourists' satisfaction.

- Suggesting some solutions for promoting quality of accommodation service in hotel business in order to enhancetourists' satisfaction; for developing management competence and serving quality of staffs; improving facility; solutions for rate policy, remaining tourists' satisfactions; some supporting solutions for increasingtourists' satisfactionwith accommodation service in three star hotels at Hue City.

- Giving some recommendations to improve management of accommodation service quality to enhance tourists' satisfaction, to speed up business operations of three star hotels in the area of ​​Thua Thien Hue province.

11. Practical applicability:

The thesis applied SerVqual research model with theoretical framework “expectation – perception” to measure tourists' satisfactions with each aspect of accommodation service quality and to find aspects impacting on tourists' satisfactions, tourist groups with different demographic factors have different evaluations of accommodation service quality. Thus, hotel managers are able to build up business management strategies in order toenhance service quality, to promote satisfaction of each customer or different groups of customers, and to bring the best business effect to hotels.