MEASURING CUSTOMER SATISFACTION IN USING HOTEL SERVICES IN DALAT CITY

Authors

  • Nguyễn Văn Anh Faculty of Economics & Business Administration, Dalat University, Viet Nam
  • Nguyễn Thị Phương Thảo Faculty of Economics & Business Administration, Dalat University, Viet Nam
  • Lê Minh Hiếu Dalat VietsovPetro Hotel, Viet Nam

DOI:

https://doi.org/10.37569/DalatUniversity.3.1.231(2013)

Keywords:

Customer satisfaction, Hotel services, Tangibility, Reliability, Responsiveness, Empathy, Assurance, Price

Abstract

This study identified 06 factors affecting the satisfaction of customers who use the services provides by hotels in Dalat City, comprising: Tangibility, reliability, responsiveness, empathy, assurance and price. In particular, the price factor is still the strongest factor and the empathy is the weakness factor. In addition, research also indicates that there are differences in satisfaction by age group.

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Published

30-03-2013

Volume and Issues

Section

Economics and Management

How to Cite

Anh, N. V., Thảo, N. T. P., & Hiếu, L. M. (2013). MEASURING CUSTOMER SATISFACTION IN USING HOTEL SERVICES IN DALAT CITY. Dalat University Journal of Science, 3(1), 55-66. https://doi.org/10.37569/DalatUniversity.3.1.231(2013)