Project title: Measuring service quality at Hanoi Daewoo hotel: When applying SERVPERF model
Author: Nguyen Thi Hai Linh
Supervisor's name: Dr. Nham Phong Tuan
Year: 2012-2013
Prize: Second prize BA Faculty's Award
Abstract content
The author has conducted survey and investigated the relationship between service quality and customer satisfaction in Hanoi Daewoo hotel where service quality is considered as the key of success.
To achieve this goal, the author has used quantitative method to analyze data and recommend solutions based on previous analysis result. In details, the author reviewed theory of service quality, customer satisfaction and other previous articles. The author chose SERVPERF model as a tool to analyze statistics because of several advantages in service quality measurement
Finally, the author has founded three components namely RES-EM, ASSURANCE and RELIABILITY that explain customer evaluation of perceived service quality in Hanoi Daewoo hotel with three different coefficients in equation of satisfaction. Three components play an important role in service quality measurement and Daewoo hotel needs to have specific strategies to enhance three components as well as customer satisfaction.
