SERVICE QUALITY AND CUSTOMER STATISFACTION OF SHERATON HOTEL HANOI - VIETNAM ( A STUDY ON SHERATON HANOI HOTEL)

Abstract

This study identified five factors of service quality by focusing on the front office staff only, and explored the customers’ expectations and perception levels of these services. The results of this quantitative assessment of service quality :Tangible, Reliability, Responsiveness, Confidence, Communication might provide some insights into how customers rate the service quality and assessed customers’ satisfactions