The expectations and experiences of international tourists in Vietnam’s luxury hotel segment: an exploratory investigation of service quality and guest satisfaction from the guest’s perspective

Nguyen Tien Phong (2021) The expectations and experiences of international tourists in Vietnam’s luxury hotel segment: an exploratory investigation of service quality and guest satisfaction from the guest’s perspective. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

The study’s principal purpose is to measure the service quality of luxury hotel segment in Vietnam and also the satisfaction of hotels’ international guests. Based on the SERVQUAL model, the study discovers the gap between international guests’ expectations before staying and their true post-experiences on essential service aspects along with exceptional customer service requirements in Vietnam’s luxury hotel segment from the guest’s perspective. From the perspectives and requirements discovered, measures are taken to improve and deliver unavailable services as well as improve available service. Moreover, the research can provide demographic and other information with the aim of hotel improvement based on these data. In conclusion, the study can furnish solutions to improve available service quality and provide unavailable facilities in this hotel segment. Deductive approach and mixed research method have been adopted by the author as the principal tool to conduct the research. Primary  data was collected by semi-structured interviews and a questionnaire while secondary data is collected using various published electronic and paper sources. Google Form and Excel were used to collect and analyze the data in order to have valuable results. The sample size of the research was 109 online survey responses and 3 in-depth interviews. Assurance and empathy elements were highly expected by the foreign guests while responsiveness and reliability dimensions brought the greatest satisfaction. Moreover, it can be concluded that luxury hotels in Vietnam did not meet customers’ desires because there is still existing gaps between guest expectations and their actual experiences in many aspects of service. The assurance dimension recorded the largest while reliability element followed up. Besides, tangible, responsiveness and empathy dimensions successfully exceeded guests’ expectations but there are still many problems that need to be considered by the hotels’ executive boards, especially on factors of tangible element. To improve the situation, many solutions and recommendations have been proposed for this hotel segment in Vietnam can applied and consult.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Konzulens(ek)

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Guest expectations, Guest experiences, guest satisfaction, International guests, luxury hotels, SERVQUAL, tourism, Vietnam
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2022. Már. 22. 08:16
Utolsó módosítás:	2022. Már. 22. 08:16

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