Factors affecting tourist satisfaction with the quality of accommodation services at Dong Ha Fortuneland Hotel Can Tho

Abstract

The objective of the study is to determine the factors affecting the satisfaction of tourists with the quality of accommodation services at Dong Ha Fortuneland Hotel Can Tho. The research combines qualitative and quantitative research methods. The research model is built to include: Reliability, responsiveness, assurance, empathy, tangibles, service price and hotel brand. The study collects data from 200 tourists who have stayed at Dong Ha Fortuneland Can Tho. The research results show six factors affecting customer satisfaction according to the level of influence: responsiveness, assurance, empathy, tangibles, service price and Reliability. From the research results, some managerial implications are proposed for managers at Dong Ha Fortuneland Hotel Can Tho to improve customer satisfaction.