Expectations and perceptions of service quality : a case study of hotels in Nha Trang, Vietnam | |
| Author | Phan Thi Thuy Duong |
| Call Number | AIT RSPR no.SM-04-90 |
| Subject(s) | Hotels--Vietnam Service industries--Quality control--Vietnam |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-04-90 |
| Abstract | Nha Trang is a city of great potential tourism development in Vietnam. Recently, many hotels have been built in order to satisfy the increasing demand. However, it seems that the quality of services of these hotels has not yet met customers' expectations and made customers satisfied. This is a critical problem of the hotels as customer satisfaction has been considered a prerequisite of customer retention and loyalty, and can help to boost profitability, market share and return on investment. In attempting to improve the service quality of hotels, this research will study the expectations and perceptions of guests and hotels' managers about the quality of services provided by the front desk of the three case study hotels in Nha Trang - Vietnam. A questionnaire was used to survey a sample of 5 hotel managers and 80 guests staying at the three selected hotels. By using SERVQUAL instrument, three service gaps, namely consumer gap (gap 5), provider gaps (gap 1 and gap 6) were identified. Findings from SPSS analysis showed that there were significant differences in these three gaps. Finally, at the end of the study, some recommendations were proposed to the hotels' management in order to bridge those gaps. |
| Year | 2004 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-04-90 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Swierczek, Fredric William; |
| Examination Committee(s) | Sununta Siengthai ;Zimmermann, Willi ; |
| Scholarship Donor(s) | AIT Fellowship;Government of France ; |
| Degree | Research Studies Project Report (M. BA.) - Asian Institute of Technology, 2004 |