The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.
Real Time Impact Factor:
Pending
Author Name: Nguyen Minh Tuan
URL: View PDF
Keywords: Satisfaction, service quality, customer experience, commitment, hotel
ISSN: 2643-9840
EISSN: 2643-9875
EOI/DOI: 10.47191/ijmra/v4-i1-11
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