Assessing Russian Tourists’ Satisfaction with Accommodation Services in Da Nang City

Abstract

Tourist satisfaction is a crucial factor that helps accommodation establishments improve their service quality. Using the SERVPERF model combined with statistical methods, this study evaluates the satisfaction of Russian tourists with accommodation services in Da Nang. The research results indicate that Russian tourists are generally satisfied with the accommodation services in the city. Furthermore, the estimated SERVPERF model reveals that all five factors—reliability, empathy, responsiveness, tangibles, and assurance—have significant effects on Russian tourists’ satisfaction with accommodation services in Da Nang. Based on these findings, the study suggests that accommodation establishments should continue improving both tangible and intangible service quality to enhance the satisfaction of Russian tourists in particular and tourists in general when staying in Da Nang city.