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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.

 
 
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