A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel

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Nội dung chi tiết: A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel

A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel

AOMĨIQUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT (BMBR5103)A STUDY OF THE IMPACT OF FRONTLINE EMPLOYEE TRAITS ON SERVICE QUALITY AND CUSTOMER SATISFAC

A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel CTION IN SOFITEL HOTELSSTUDENT’S FULL NAMESTUDENT IDINTAKEADVISOR’S NAME & TITLE: NGUYEN THU THAO:2449188: MAY 2012: DR.NGUYEN PHANMonth Year(November

, 20! 3)HUTECH LIBRARY á-^53tìhpPẸN UNIVERSITYWmai ã v< ãHUTECH• : ■ 1SOFITEL HOTELA STUDY OF THE IMPACT OF FRONTLINE EMPLOYEE TRAITS ON SERVICE QUALI A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel

TY AND CUSTOMER SATISFACTION IN SOFITEL HOTELS BUSINESS RESEARCH METHODMrs. NGUYEN THU THAOPage 2AOPENUNIVERSITYHUTECH• 1 •Advisor’s assessmentAdvisor

A study of the impact of frontline employee traits on service quality and customer satisfaction in sofitel hotel

's signatureMrs. NGUYEN THU THAOPage 3A OPEN UNIVERSITYVMAI A VS Ag&HUTECH**-*r JM *(*»*■* • cr 'V. H'rxccj •ACKNOWLEDGEMENTS

AOMĨIQUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT (BMBR5103)A STUDY OF THE IMPACT OF FRONTLINE EMPLOYEE TRAITS ON SERVICE QUALITY AND CUSTOMER SATISFAC