publication . Research . 2015

Measuring Service Quality in the Hospitality Industry: A Case Study in Hue City, Vietnam

Le, Ngoc Liem; Inaba, Yushi;
Open Access English
  • Published: 03 Sep 2015 Journal: 社会科学ジャーナル = The Journal of Social Science, issue 80, pages 5-35 (issn: 0454-2134, Copyright policy)
  • Publisher: 国際基督教大学
Abstract
This research is a study on service quality in the hospitality industry in the context of a developing country. The key purposes of this study are twofold. First, it examines the conceptualization and measurement of service quality in the hotel setting. Second, the relationships between service quality, customer satisfaction, and repurchase intention are taken into considerations. The findings from this study confirm that there are three determinants affecting statistically on service quality including responsiveness and caring, tangibles and caring, and safety and convenience. Also, the results of this study suggests that both service quality and customer satis...
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Research . 2015
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