The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam

• Main Authors: Le Duc Toan, Phan Thanh Hai, Mai Thi Thuong, Vo Thi Thuy Tien, Tran Van Trong
• Format: Article
• Language: English
• Published: AfricaJournals 2020-01-01
• Series: African Journal of Hospitality, Tourism and Leisure
• Subjects: customers’ satisfaction; service quality; hoa binh phu quoc resort; vietnam
• Online Access: https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_28_vol_9_1__2020_vietnam.pdf

The purpose of this research paper was to determine the factors affecting customers’ satisfaction at lodging services. A questionnaire was drafted, and there were 265 customers as respondents, who were using lodging services at Hoa Binh Phu Quoc Resort. Result shows that there are five key factors directly related to the customer satisfaction about lodging services: employees, value-added services, the convenience, the rooms and board, and pricing. At the same time, factors regarding food and drink safety do not affect the customers’ satisfaction, which is a surprising finding. From the study, the authors recommended some possible solutions for managers at the resort in order to improve the customers’ satisfaction levels when using lodging services at the resort in the future. The finding may be applicable to all resorts in the area as well.