Những yếu tố ảnh hưởng đến chất lượng dịch vụ lưu trú tại các khách sạn ở Tam Đảo, Phú Thọ

Abstract

This study aims to identify the determinants of accommodation service quality among hotels in Tam Dao, Phu Tho province. Drawing on the SERVPERF model comprising five dimensions-tangibility, reliability, responsiveness, assurance, and empathy-the research surveyed 319 guests staying at 3-4 star hotels. Data were analyzed using SPSS 26 through Cronbach’s Alpha, Exploratory Factor Analysis (EFA), Pearson correlation, and multiple linear regression. The findings indicate that all five factors positively influence accommodation service quality, with responsiveness and reliability exerting the strongest effects. Accordingly, the study suggests several managerial implications aimed at enhancing staff competence, improving professionalism, and optimizing management processes to elevate the overall quality of accommodation services in Tam Dao.