Factors affecting customer satisfaction with the quality of spa therapy services

Abstract

Today, spas are no longer just a form of entertainment or health care. However, spas have become one of the "smokeless industries" that bring a lot of profits to countries in the world. Vietnam is one of the countries in the Asia Pacific region that have the highest spa growth rate in the world (vnba.vn, 2016). In the current context of traditional medicine, Traditional Oriental Company has built a model of spa therapy with the goal of offering more comprehensive therapies in traditional medicine. The model of spa therapy combines not only therapy but also health promotion for customers, accelerates the recovery process, and the therapeutic effect, at the same time, it helps customers to find back their good health conditions. Health is the core goal of traditional medicine, and also what patients really expect (Phan Cao Binh, 2017). Therefore, to understand customer satisfaction, the researchers want to find factors affecting service quality, suggest some solutions, which can improve and enhance service quality, to achieve the satisfaction of many customers nowadays