Abstract
This paper was conducted to assess the satisfaction of the customers with the hotel services provided at Sai Gon – Phu Tho Hotel in Viet Tri city, Phu Tho province. It also aimed to identify the factors affecting the customers’ satisfaction with the hotel services provided by this hotel. 100 customers were randomly selected to serve as the respondents of the study. A structured questionnaire was used to collect the primary data for analysis. The paper revealed some services dissatisfied by the customers and identified the significant relationships between 4 related factors and the customers’ general satisfaction with these services. Based on the research results, some solutions were proposed to improve the services provided by Sai Gon – Phu Tho Hotel.
Keywords: Sai Gon – Phu Tho Hotel, hotel services, customer satisfaction.
JEL classification:M; M14; M3.
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
