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  • ISSN[Online] : 2643-9875  ||  ISSN[Print] : 2643-9840

VOLUME 04 ISSUE 01 JANUARY 2021

Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel Industry
Nguyen Minh Tuan
Faculty of Economics, Natural Resources and Environment, Hanoi University of Natural Resources and Environment, Vietnam
DOI : https://doi.org/10.47191/ijmra/v4-i1-11

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ABSTRACT:

The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.

KEYWORDS

Satisfaction, service quality, customer experience, commitment, hotel

JEL code:

M14, M16, M21

REFERENCES

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VOLUME 04 ISSUE 01 JANUARY 2021

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