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2021•INTERNATIONAL JOURNAL OF MULTIDISCIPLINARY RESEARCH AND ANALYSISOpen access

Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel Industry

Nguyễn Minh Tuấn

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Abstract

The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.

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What this paper is about

The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.

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OpenAlex reports 2 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.

Key concepts: Business, Marketing, Customer satisfaction, Vietnamese, Loyalty business model, Service quality, Customer advocacy, Customer delight

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Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel Industry — Research Paper | ScholarLens