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IMPACT OF SERVICE QUALITY PERFORMANCE ON CUSTOMER SATISFACTION: A CASE STUDY OF VIETNAM's FIVE STAR HOTEL

Nhâm Phong Tuân, Nguyen Thi Hai Linh

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Abstract

To exist in highly competitive market, companies need to pay more attention in improving quality of products and services. It is necessary to maintain customers’ loyalty for sustainable future development. This research focuses on investigating the impact of service quality performance on customer satisfaction in a sample of Vietnam’s five star hotels, with a case study of Hotel X, where service quality is considered as the key to success. This study chose the SERVPERF model as a conceptual framework. Analysis of results shows that components RES-EM, ASSURANCE and RELIABLITY explain customer evaluation of perceived service quality in Hotel X. These components play important roles in service quality measurement and thus it is suggested that five star hotels generally and Hotel X in particular needs to have specific strategies to enhance these components as well as customer satisfaction.

About this research paper

What this paper is about

To exist in highly competitive market, companies need to pay more attention in improving quality of products and services. It is necessary to maintain customers’ loyalty for sustainable future development. This research focuses on investigating the impact of service quality performance on customer satisfaction in a sample of Vietnam’s five star hotels, with a case study of Hotel X, where service quality is considered as the key to success. This study chose the SERVPERF model as a conceptual framework. Analysis of results shows that components RES-EM, ASSURANCE and RELIABLITY explain customer evaluation of perceived service quality in Hotel X. These components play important roles in service quality measurement and thus it is suggested that five star hotels generally and Hotel X in particular needs to have specific strategies to enhance these components as well as customer satisfaction.

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OpenAlex reports 10 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

To exist in highly competitive market, companies need to pay more attention in improving quality of products and services. It is necessary to maintain customers’ loyalty for sustainable future development. This research focuses on investigating the impact of service quality performance on customer satisfaction in a sample of Vietnam’s five star hotels, with a case study of Hotel X, where service quality is considered as the key to success. This study chose the SERVPERF model as a conceptual framework. Analysis of results shows that components RES-EM, ASSURANCE and RELIABLITY explain customer evaluation of perceived service quality in Hotel X. These components play important roles in service quality measurement and thus it is suggested that five star hotels generally and Hotel X in particular needs to have specific strategies to enhance these components as well as customer satisfaction.

Key concepts: Business, Service quality, Customer satisfaction, Marketing, Sample (material), Loyalty, Loyalty business model, Quality (philosophy)

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IMPACT OF SERVICE QUALITY PERFORMANCE ON CUSTOMER SATISFACTION: A CASE STUDY OF VIETNAM's FIVE STAR HOTEL — Research Paper | ScholarLens