MEASURING CUSTOMER SATISFACTION IN USING HOTEL SERVICES IN DALAT CITY
Keywords:Customer satisfaction, Hotel services, Tangibility, Reliability, Responsiveness, Empathy, Assurance, Price
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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Copyright (c) 2013 Nguyễn Văn Anh, Nguyễn Thị Phương Thảo, Lê Minh Hiếu
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.