1. Student's full name: Pham Thi Hong Nhung 2. Gender: Female
3. Date of birth: August 7, 1983
4. Place of birth: Quang Ninh
5. Decision number for student admission:Decision No. 2705/2020/QD-XHNV dated December 24, 2020By 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 factors affecting the quality of accommodation services of the Muong Thanh hotel system in Ha Long”.
8. Major: Tourism; 9. Code: 8810101.01
10. Scientific supervisor: Assoc. Prof. Dr. Tran Thi Minh Hoa – Head of the Faculty of Economics and Business, Phenikaa University.
11. Summary of the thesis results:
This study has comprehensively and systematically established the theoretical basis for identifying and selecting nine factors influencing the quality of accommodation services. It has determined that customer satisfaction, as perceived by guests, is the key measure of accommodation service quality at Muong Thanh hotels in Ha Long. Based on this, the study established a research model comprising 10 standards and 63 criteria for evaluating the impact of these factors on the quality of accommodation services at Muong Thanh hotels in Ha Long. Through secondary data, the study qualitatively analyzed the external and internal environmental factors affecting the quality of accommodation services at Muong Thanh hotels in Ha Long. This analysis provides the basis for constructing a SWOT matrix to identify strengths, weaknesses, opportunities, and threats, thereby establishing recommendations for improving accommodation service quality in the current context. Furthermore, the study quantitatively assessed the influence of various factors on the quality of accommodation services in these hotels through primary data from guest reviews. Guest evaluations of factors affecting accommodation service quality were collected through surveys with a specific sample size and processed using SPSS 23.0 software. From this, regression analysis was conducted, yielding a regression equation with standardized Beta coefficients. Recommendations were then made to improve accommodation service quality in the context of tourism recovery and reopening.
12. Practical applicability: This serves as a reference document for students and trainees in tourism and hospitality-related fields, and provides a scientific basis that hotels can refer to in their business operations and product/service development.
13. Further research directions: Evaluating hotel service quality, assessing customer loyalty.
14. The published works related to the thesis are:
1. Using several matrices to select a product and service development strategy for Muong Thanh Luxury Quang Ninh Hotel: Journal of Science and Technology, Thai Nguyen University (reviewed and accepted for publication).
INFORMATION ON MASTER THESIS THESIS
1. Student's first and last name: Pham Thi Hong Nhung 2. Gender: Female
3. Date of birth: 07/08/1983
4. Place of birth: Quang Ninh
5. Student Recognition Decision No:2705/2020/QD-XHNV; Dated: December 24th, 2020
of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in the training process:
7. Dissertation topic title: “Research on factors affecting the quality of accommodation services of Muong Thanh hotel system in Ha Long”.
8. Specialization: Tourism; 9. Code: 8810101.01
10. Scientific instructor: Assoc. Prof. PhD. Tran Thi Minh Hoa – Dean of the Faculty of Economics and Business, Phenikaa University.
11. Summary of the results of the thesis:
The topic has been reviewed, the theoretical foundation has been systematized, 9 factors affecting the quality of accommodation services have been identified and selected, and customer satisfaction has been determined as a quality measurement factor. Muong Thanh hotel system's accommodation service in Ha Long. Since then, the study has established a research model consisting of ten standards and 63 criteria for evaluating the influence of factors on the quality of accommodation services provided by Muong Thanh hotels in Ha Long. Based on the established research model, the topic has qualitatively analyzed the external and internal environment factors that influence the quality of accommodation services at Muong Thanh hotels in the Ha Long destination. Long journey through secondary data. This analysis result serves as the foundation for the project's SWOT matrix, which is used to identify strengths, weaknesses, opportunities, and threats in order to create a foundation for making recommendations and recommendations to improve the quality of translation services. adaptation to a new situation Furthermore, the topic has quantitatively evaluated the influence of factors on the quality of these hotels' accommodation services using primary data from guest reviews. The results of the guests' assessments of the factors influencing the quality of accommodation services were collected using a sample size survey and processed using SPSS 23.0 software. Since then, the study has analyzed regression and obtained the regression equation with standardized Beta coefficient, from which recommendations to improve the quality of accommodation services in the context of recovery and tourist opening have been made.
12. Practical applicability: As a reference for students and students of tourism and hotel industries and a scientific basis that hotels can refer to in the process of business operations and development. service products.
13. Future research directions: Evaluate hotel service quality, evaluate customer loyalty.
14. The published works are related to the thesis:
1. Using a number of matrices to select Muong Thanh Luxury Quang Ninh hotel's product and service development strategy: Journal of University of Science and Technology Thai Nguyen University (review completed, accepted for publication).
