| Summary: | 碩士 === 義守大學 === 企業管理學系 === 105 === The purpose of this study is to analysis the relationship among service quality, tourist satisfaction and customer loyalty with hotel industry in Hanoi. Total 300 questionnaires were sent to visitors, there are 255 feedback questionnaires. After removed the invalid question, the remaining 210 questions were analysis, the response rate is 85% and 82.3 % of valid rate, from the regression equation of standardized model. This study shows that all factor of SERVQUAL model have positive relationship on the customer satisfaction with hotel industry in Hanoi. Also this study confirms the positive relationship of satisfaction of tourists and loyalty to the hotel. From the analysis of t- test and ANOVA, the result shows that there is only the gender of customer has different level of loyalty with Hanoi hotel service. Remaining of other demographic characteristic of customer do not have the different level of satisfaction among customer demographic (age, job, purpose, nation and frequency).
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