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Original Research

FACTORS AFFECTING CUSTOMER SATISFACTION WITH SERVICE QUALITY AT 5-STAR HOTELS IN HO CHI MINH CITY

HUYNH TAN HOI

Vol 17, No 10 ( 2022 )   |  DOI: 10.5281/zenodo.7220571   |   Author Affiliation: Faculty of Business Administration, Ho Chi Minh City Open University, Vietnam.   |   Licensing: CC 4.0   |   Pg no: 602-608   |   To cite: HUYNH TAN HOI. (2022). FACTORS AFFECTING CUSTOMER SATISFACTION WITH SERVICE QUALITY AT 5-STAR HOTELS IN HO CHI MINH CITY. 17(10), 602–608. https://doi.org/10.5281/zenodo.7220571   |   Published on: 18-10-2022

Abstract

This study set out to identify the variables influencing consumer satisfaction with service quality. Quantitative and qualitative research methods are combined. After the famous service quality scholar's theoretical analysis, the elements influencing the customer satisfaction assessment model and the quality of service and satisfaction were examined. To put the model to the test, the study was undertaken. On a small scale, 300 questionnaires with 30 variables were gathered and processed for a qualitative study. Results All of the variables that were observed were found to be adequate by Cronbach's Alpha analysis. Next, multivariate statistical analysis is used in quantitative research methodologies, including Cronbach's alpha testing, factor analysis, correlation analysis, regression, and analysis of variance. From 300 valid questionnaires from customer research results show that there are six factors in the model study has implications for the level of impact are arranged in the following order: (1) the reliability, (2) tangible factors, (3) convenience, (4) sympathy, (5) guarantees, (6) the price. Finally the results of the study also indicate the contribution and significance, limitations and directions study for future research.


Keywords

business, satisfaction, spss, economy