Effects of service quality on customer satisfaction and customer loyalty: A case of 4- and 5-star hotels in Ho Chi Minh City, Vietnam

Abstract

Effects of service quality on customer satisfaction and customer loyalty Abstract: The purpose of this paper is to define and measure the effects of service quality on customer satisfaction and customer loyalty of four and five star hotels in Ho Chi Minh City, VietnamMethodology: This study has used qualitative and quantitative researches: (i) qualitative research carried out through focus group discussions with 10 customers, and (ii) quantitative research conducted through direct interviews with 322 customers in Ho Chi Minh city (Viet Nam). Result and conclusion:The results show that: (i) customers' loyalty is affected by four dimensions of service quality (reliability, responsiveness, website utility, and tangibles) and customer satisfaction; and (ii) customer satisfaction is affected by five dimensions of service quality (reliability, responsiveness, website utility, tangibles, and sympathy). However, the research subject has certain limitations: (i) due to limited resources in conducting research, the sample size consisted of 322 customers, (ii) This study conducted the sampling technique of using direct interview methods from respondents using service at 4-and 5-star hotels in HCM city, Viet Nam. JEL Classifications: M10, M31

Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study

“…Schiffman et al (2012) consequently claimed that whether the customer ultimately stays with the company or defects to an alternative (competitor) is determined by the level of service quality offered. This is also evident in the hotel industry, where Phi et al (2018) recently found that customer loyalty is directly affected by several components of the service quality supplied by hotels. This means that customers have a natural tendency to repurchase services only when they appreciate service quality.…”

Mega-Events: Digitalization And Responses To Social Challenges In Tourism

“…An important source of social challenges is the preparation of the local population for contacts with foreign tourists (Chen, 2016;Kruger & Heath, 2013). The quality of reception and direct communication with line personnel directly affects the emotions and impressions of tourists (Nordhorn, Scuttari, & Pechlaner, 2018) and further affects their loyalty (Phi, Thanh, & Viet, 2018). It is noted that it is social capital that acts as a success factor for destination marketing (Lee, 2015).…”