Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight ALITY, CUSTOMER SATISFACTION, HOTELIMAGE AND CUSTOMER DELIGHTID: 22120025MBUS 3.1MASTER OF BUSINESS (Honors) SUPERVISOR: Prof. Nguyen Dong Phong Dr. Nguyen Phong NguyenXI—r-XL m;—X2ACKOWLEDGEMENTI would like to express my sincere gratitude to Prof. Nguyen Dong Phongand Dr. Nguyen Phong Nguyenfor the Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight ir advice and supervision to complete the thesis.I wish to thank you for my colleagues, friends and family for their support and encouragement duringCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
the process of thesis writing.I would like to thank allstaff from International School of Business-UEH for their time with providing me necessary infoUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight nam’s hotel industry.A questionnaire is developed based on previously measurement scales and then sent to 3-star hotel guests in central of Ho Chi Minh and Ha Noi City. Theresearch provides an insight into the role of service quality, customer satisfaction, image and customer delight in enhancing cu Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight stomer loyalty. The result proposes that loyalty of hotel guests influence the most by customer delight, which is followed by customer satisfaction anCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
d hotel image.Keywords: hotels, restaurants, service quality, customer satisfaction, image, customer delight, customer loyaltyTABLE OF CONTENTSTABLE OUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight CTION..............................................................81.1Background.........................................................81.1.1The crucial role of hotel industry in Vietnam..................81.1.2Benefits of customers loyalty.......................................................... Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight 91.2Research gap......................................................101.3Research objective...............................................111.4ReseaCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
rch scope...................................................111.5Contributions and implications...................................121-6 Structure of tUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight HYPOTHESIS DEVELOPMENT.............................132.1Theoretical background...................„..................... 132.2The hypothesis development and proposed model,,..„..„..„..„..,..,...,..192.2.1Relationship between service quality and customer loyally....192.2.2Relationshin between custom Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight er satisfaction and customer loyalty 20UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUAUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUAGọi ngay
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