CUSTOMER SATISFACTION AND ITS DETERMINANTS : Case: Rex Hotel Saigon
Nguyen, Phuong-Thao (2016)
Nguyen, Phuong-Thao
Lapin ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016120919667
https://urn.fi/URN:NBN:fi:amk-2016120919667
Tiivistelmä
Customer satisfaction is a core issue in customer services. Understanding customer satisfaction and its determinants is vital and essential in hospitality context. The aim of the thesis research was to help the commissioner – Rex Hotel Saigon to obtain a clear view of customer satisfaction and to understand characteristics of their target group. The thesis wishes to confirm whether customer satisfaction factors are similar with the results from previous researches and if there is any correlation between customer satisfaction and dissatisfaction determinants.
The data collected for the thesis research was the online reviews from booking.com of Rex Hotel Saigon - a 5 star luxury hotel environment located in Ho Chi Minh City. The second data source was collected by interviewing Rex’s hotel managers. Using in-depth interview method and text mining approach, the results of the analysis included factors affecting customer satisfaction and dissatisfaction. The results also illustrated the similarities and conflicts in opinion between hotel managers and customers. The findings of the thesis help Rex Hotel Saigon, the commissioner of the thesis, to understand customer satisfaction determinants in order to develop their services accordingly.
The data collected for the thesis research was the online reviews from booking.com of Rex Hotel Saigon - a 5 star luxury hotel environment located in Ho Chi Minh City. The second data source was collected by interviewing Rex’s hotel managers. Using in-depth interview method and text mining approach, the results of the analysis included factors affecting customer satisfaction and dissatisfaction. The results also illustrated the similarities and conflicts in opinion between hotel managers and customers. The findings of the thesis help Rex Hotel Saigon, the commissioner of the thesis, to understand customer satisfaction determinants in order to develop their services accordingly.