Đánh giá sự hài lòng của khách du lịch về chất lượng dịch vụ lưu trú tại khách sạn pullman hà nội

TRUONG BAI HOC KINH TE QUOC DAN NGUYEN THI• PHUONG • DANH GIA SU• ’ HAI LONG CUA KHACH DU LICH VE • CHAT LUONG DICH VU• LUU TRU TAI • • • KHACH SAN • PULLMAN HA NOI Chuyen nganh: Quan tri kinh doanh du lich va khach san LUAN VAN THAC SY KINH DOANH VA QUAN LY NGUOI HUONG DAN KHOA HOC: TS HOANG THI LAN HUONG dai HoCjKTQDr~ TT THONG TIN THUVIEN JPW.XG LUANAN-TU'LIEU Ha Noi, 2017 LO’I CAM DOAN Toi da doc va hieu ve cac hanh vi vi pham su trung thuc hoc thuat Toi cam ket bang danh du ca nhan rang nghien cuu toi tu thuc hien va khong vi pham yeu cau ve su trung thuc hoc thuat Ha Noi, 10 thang 11 nam 2017 Ngudi thuc hien luan van Nguyen Thi Phuong LOI CAM ON De hoan chuong trinh cao hoc Quan tri kinh doanh du lich khach san va luan van toi xin chan gdi loi cam on toi: Quy thay, co truong Dai hoc Kinh te Quoc dan da het long tan tuy, truyen dat nhung kien thuc quy bau suot thdi gian toi hoc tai truong, dac biet la Tien si Hoang Thi Lan Huong da tan tinh hudng dan phuong phap nghien cuu khoa hoc va noi dung de tai luan van Cac anh/chi, cac ban dong nghiep hien dang cong tac tai khach san Pullman Ha Noi da ho tro toi thuc hien nghien cuu so bo va khao sat du lieu so cap tai khach san Cuoi cung xin chan cam on gia dinh va cac ban hoc vien cao hoc Quan tri kinh doanh - CH24J va anh/chi hoc vien cao hoc khoa 24 khoa du lich va khach san da cung toi chia se kien thuc va kinh nghiem suot qua trinh hoc tap va thuc hien de tai Trong qua trinh thuc hien, mac du da het sue co gang de hoan thien luanvan trao doi va tiep thu nhung y kien dong gop cua Quy thay, cd va ban be, tharn khao nhieu tai lieu, song khong tranh khoi cd nhung sai sot Rat mong nhan dupenhung thong tin gop y cua Quy thay, cd va ban doc Xin chan cam on! Ha Noi 10 thang 11 nam 2017 Ngudi thyc hien luan van Nguyen Thi Phuong YEU CAU CUA HOI DONG CHAM LUAN VAN THAC SI • • X X • Ve: Nhtmg diem can sira chua bo sung trade nop luan van chinh thurc cho Vien Dao tao Sau dai hoc Chu tich Hoi dong Cam ket cua Hoc vien7 / PGS.TS Pham Trnong Hoang Hoc vien Nguyen Thi Phiroug Neu hoc vien co trach nhiem chinh sira theo yeu cau cua Hoi dong cham luan van Trong truong hop khong chinh sira se khong duoc cong nhan ket qua bao ve Hoc vien phai dong ban yeu chu chinh sira vao trade Muc luc cua QuySn luan van chinh there nop cho Vien DTSDH CONG IIOA XA HOI CHU NGIIIA VIET NAM Doc lap - Tir - Ilanli phi'ic BAN NHAN XET LUAN VAN THAC SI • • • (Danh cho ngudi phan bien ) Ngudi nhan xet: PGS.TS Nguyen Van Manli Noi cong tac cua ngudi nhan xet: Truong Dai hoc Kinh to Quoc dan Ten de tai : “ Danh gia su hai long cua khach du lich ve chat luong dich vu luu trii tai khach san PULLMAN Ha Noi ” Chuyen nganh : QTKD Du lich va Khach san Ma so : Hoc vien thuc hien : Nguyen Thi Phuong Theo quyet dinh so 2434/QD-DHKTQD, 1/10/2017 cua Hien truong Truong Dai hoc Kinh te Quoc dan, Toi duqc phan cong phan bien hai Hoi dong cham luan van thac si Sau doc luan van va ban tom tat, toi co cac nhan xet nhu sau: Ke hinh thuc cua ban luan van thac sy Luan van co ket cau hop ly, trinh bay 16 gich, giua cac phan co moi lien he vdi Nguon du lieu phong phu the hien tinh nghiem tuc va kha nang nghien cuu khoa hoc doc lap cua tac gia Trinh bay cac chuong muc, bang bieu hinh ve va trich dan tai lieu tham khao bao dam dirge cac yeu cau cua luan van thac sy Su phu hop cua de tai luan van Ten de tai luan van theo toi khong co sir trung lap vdi cac cong trinh nghien cuu da duoc cong bo va ngoai nude De tai luan van phu hop vdi bac va nganh dao tao Noi dung phan anh dung nhu ten goi ciia de tai, phu hop vdi ten chuong muc Ve tinh cap thiet, y nghia khoa hoc thuc tien cua de tcii luan van Mb dau cua ban luan van, Hoc vien cao hoc Nguyen Thi Phuong da trinh bay ro, mang tinh thuyet phuc ve tinh cap thiet cua de tai nghien cuu cung nhu y nghTa khoa hoc va thuc tien cua de tai luan van Tac gia luan van da thuc hien viec trich dan cac tir lieu tham khao mot each ro rang, trung thuc va nghiem tuc theo quy dinh Phuong phap thu thap va xir ly dir lieu dang tin cay co co sb khoa hoc, bao dam tinh khach quan Co so khoa hoc ve sir hai long cua khach du lich tieu dung dich vu luu trii tai khach san duoc trinh bay mot each khai quat, sang tao phu hop vdi dieu kien kinh doanh va thi truong muc tieu cua Khach san PULLMAN Ha Noi Danh gid noi dung, ket qua nghien cuu va nhung dong gop cua luan van Thanh cong va dong gop thiet thuc cua luan van la gop phan lam ro hon co sb khoa hoc ve danh gia sir hai long cua khach du lich doi vdi chat dich vu luu tru dirge trinh bay mot each khai quat, sang tao co tinh he thong va tinh Io gic cao Tren cd tong hgp va so sanh ket qua tir sir cam nhan dirge so vdi ky vong ciia khach da danh gia dupe sir hai long cua khach tieu dung san pham cua khach san PULLMAN Ha Noi Ket hap ly luan vai phan tich thirc trang, tac gia luan van da de xuat giai phap nhant nang cao sir hai long cua khach tieu dung dich vu tai khach san PULLMA Ha Noi Ket qua nghien ci'ru cua luan van diroc hoc vien cao hoc trinh bay ro rang cu the Bank gid ve khd nang img dung va hird’ng phdt trien de tai Ve thirc tien, nhirng dong gop cua luan van thong qua nhirng de xuat moi rut giup cac nha quan ly khach san nang cao nang lire quan ly chat lirang dich vu liru tru du licit Nhirng ket qua nghien ci'ru cua luan van la tai lieu tham khao tot cho cac ben tham gia vao hoat dong cung ung dich vu liru tru du licit Nhirng diem thieu sot ve noi dung va hinh thirc cua luan van Thi'r nhat, phai dieu chinh lai bang hoi ve ky vong cua khach cho phii hop vai bang hoi ve cam nhan du'qc cua khach, theo dieu chinh lai tieu muc 3.2.1 trang 43 va tieu muc 3.2.2 trang 46 Ten cac bang 3.2 , 3.3 ; 3.4; 3.5 3.6 va3.7 phai chuye bang cam nhan dirpe cua khach tieu dung san pham cua khach san PULLMAN Ha Noi Thi'r hai, can bo sung bang danh muc cac chir viet tat, chuyen muc 1.4 chirong muc 3.1 cua chirong 3, d muc tong quan tai lieu nghien ci'ru can dich ten cac cong trinh nghien cuu tir tieng Anh tieng Viet: can chinh sira cac loi ky thuat danh may va in an; loai bo cac ky hieu “ +, d cac dau dong Ket luan chung Luan van la mot cong trinh nghien ci'ru co gid tri cd ve ly luan va thirc tien Ve co’ ban hinh thirc va noi dung ban luan van dap img cdc yen cdu cua mot luan van thac sy ■ kinh doanh va quan ly Ban tom tat luan van phan anh trung thirc noi dung co’ ban ciia luan van Luan van du dieu kien dira bao ve tai Idol dong cham luan van tot nghiep Thac sy Ngirdi phan bien dong y de tac gid luan van Nguyen Thi Phuong bao ve luan van cua minh Cau h di Tac gid cho biet nhirng khd khan can trd’ va each khac phuc thirc hien khdo sat ky vong va cam nhan cua khach tai khach san PULLMAN Ha Noi Ha Noi, 09 theing 12 nam 2017 NGUO1 NHAN.XET TRtfONG DH KINH TE QUOC DAN CONG HOA XA HOI CHU NGHIA VIET NA Doc lap - Tu - Hanh phuc HOI DONG CHAM LUAN VAN THAC SY KINH TE Ha Noi, thang 12 nam 2017 - BAN NHAN XET LUAN VAN THAC SY KINH TE • • A A /■ Ten de tai: Danh gid sir hdi long cua khach du lich ve chat lieo'ng dich vu lieu tru tai khach san Pullman Ha Noi Chuyen nganh: Quan tri kinh doanh Du lich va Khach san Tac gia luan van: Nguyen Thi Phuong r Ho va ten ngudi nhan xet: Pham Ngoc Thang Chuc danh khoa hoc: Tien si Chuc danh Hoi dong: Phan bien 1 Tinh cap thiet cua de tai Trong kinh doanh du lich dich vu luu tru dong vai tro rat quan trong viec lam hai long du khach mot chuyen du lich Be thoa man nhu cau cang tang cao cua du khach, cac khach san can phai chu y den viec cung cap dich r r r r r r r vu co chat lupng tot nhat Neu cac co sd luu tru cung cap dich vu chat lupng totse lam cho du khach hai long va tao da cho su thay doi tfch cue cua nhung linh vuc khac nganh Du lich Nhung nam gan day du khach den Ha Noi tang nhanh da gop phan quan trong phat trien kinh te - xa hoi cua Thu Khach san Pullman la khach san co nhieu lod the de thu hut du khach tdi nghi dudng, dich vu luu tru dupe cai thien, so luong khach gia tang cac nam, nhien thap hon so vdi su tang trudng lupng khach du lich noi chung Ngoai ra, chat lupng dich vu luu tru tai khach san van nhieu han che, ton tai boi canh canh tranh gay gat nganh kinh doanh khach san d Ha Noi Vi vay, thuc hien de tai > r "Danh gid sir hdi long cua khach du lich ve chat luong dich vu lieu tru tai khach san Pullman Ha Noi” khong chi co y nghia ve mat ly luan ma co y nghia thuc tien viec nang cao su hai long cua khach hang tai khach san Pullman A Ve noi dung nghien cu’u Vai muc dich nghien cuu cua luan van la danh gia su hai long cua khach du lich ve chat luong dich vu luu tru, tren co so de xuat cac giai phap nham tang su hai long cua khach ve dich vu luu tru tai khach san Pullman; Luan van da duoc ket cau chuong nhu sau: A AZ Chuong - Co so ly luan ve su hai long cua khach du lich ve chat luong dich vu tai khach san: luan van da tong quan duoc cac cong trinh nghien cuu Z A va ngoai nudc lien quan den su hai long cua khach du lich ve dich vu luu tru tai cac khach san; danh gia duoc ve cac noi dung cua cac nghien cuu va ly giai duoc su khong trung lap doi vdi noi dung nghien cuu cua de tai Chuong da khai quat chung ve chat luong dich vu khach san va su hai long cua khach hang ve chat luong dich vu khach san, moi quan he giua chat luong dich vu khach san va su hai long cua khach hang ve chat luong dich vu khach san Gidi thieu ve mo hinh nghien cuu ve su hai ldng cua khach du lich ve chat luong dich vu tai khach san va so luoc ve su hinh va phat trien cua khach san Pullman Ha Noi Chuong 2-Phuong phap nghien cuu: chuong da trinh bay chi tiet cu the quy trinh nghien cuu, phuong phap nghien cuu, noi dung thuc hien cac phuong phap nghien cuu; phuong phap thu thap du lieu thu cap va so cap va phuong phap xu ly du lieu Chuong 3-Ket qua nghien cuu: chuong da tien hanh danh gia mau nghien cuu va danh gia ket qua khao sat muc hai long cua khach du lich tai a r khach san Pullman Ha Noi theo cac tieu chi: su ky vong cua khach du lich ve chat luong dich vu luu tru tai khach san va phan tich cac nhan to anh huong tdi su hai long cua khach du lich doi vdi khach san Pullman Ha Noi Cung tai chuong nay, tac gia da trinh bay ket qua phan tich tuong quan va xay dung mo hinh hoi quy Sau ket qua phan tich Cronbach’s Alpha cua cac thang deu dat yeu cau ve tin cay, tac gia da tien hanh phan tich tuong quan va A z z a r xay dung mo hinh hoi quy cac nhan to anh huong den su hai long ve chat luong dich vu luu tru cua khach san Pullman Ha Noi Phan tich phan hoi tu khao sat, chuong da trinh bay danh gia ket qua su hai long anh hudng den quyet dinh quay trd lai luu tru khach san cua khach du lich z A ' ' Chuang 4: Tu cac ket qua phan tich, chuong da de xuat mot so giai phap nham nang cao su hai long cua khach du lich ve chat luong dich vu luu tru tai r AZA khach san Pullman Ha Noi ve nhan to dong cam (dao tao kien there nghiep vu, thai phuc vu, tim hieu mong muon cua khach du lich va du doan nhu cau cua khach) r a va ve su huu hinh (cai thien co so vat chat, internet, wifi) Ve phuong phap nghien ciru: De tai luan van su dung phuong phap nghien cuu tai lieu, phuong phap chuyen gia, dieu tra xa hoi hoc, thong ke mo ta, phuong phap phan tich noi dung; AZ Z su dung nguon so lieu thu cap tu cac tai lieu noi bo, cac tai lieu cua cac co quan A Z chuc nang, bao cao cua khach san, cac luan van, bai bao, internet va nguon so lieu so cap tu phong van true tiep, phieu dieu tra khao sat khach luu tru tai khach san Nhin chung vdi phuong phap nghien cuu co ban va he thong so lieu cap nhat da Z A lam tang tinh thuyet phuc cua de tai nghien cuu Ve ket cau cua de tai luan van De tai luan van gom 71 trang, dupe chia chuong; Chuong gom 31 trang, chuong gom trang, chuong gom 21 trang, chuong gom 10 trang; vdi 16 bang so lieu, hinh, bieu do, phu luc va 14 tai lieu tham khao bao gom tieng Viet, tieng Anh Cac Vu diem va han che cua de tai A Ve ini diem De tai luan van da dat dupe muc tieu nghien cuu, luan giai cho su can thiet phai nghien cuu Ket qua nghien cuu cua De tai la giup khach san xac dinh dupe cac yeu to cu the ma khach du lich su dung lua chon luu tru tai mot khach san nao va giup cac nha quan ly khach san Pullman Ha Noi phat hien dupe nhung ton tai yeu kem ve chat lupng dich vu luu tru va da de xuat mot so giai phap co ban de tang su hai long cua khach du lich ve chat lupng dich vu luu tru tai khach san Pullman Ha Noi - Trong tieu muc 3.3 ve ket qua phan tich tuong quan va xay dung mo hinh z a r a r a hoi quy (trang 60): theo ket qua cua mo hinh hoi quy, he so hoi quy cua cac nhan to HH, TC, DB, PH, DC da chi dune moi tuong quan gitra viec tang don vi t r r cac nhan to khac khong doi thi chat lucmg dich vu luu tru cua khach du lich se tang dupe bao nhieu don vi Nhan to HH - 0.304 va DC - 0.405 la nhan to thap nhat; TC - 0.447, DB - 0.425, PH - 0.470 la cac nhan to tac dong cao hon De nghi AZ z z bo sung them binh luan ve moi tuong quan gitra cac chi so voi ket qua khao sat z muc hai long va phan tich cac nhan to anh huong tieu muc 3.2 (trang 46) r a - Trong tieu muc 3.4 ve su hai long anh huong tdi quyet dinh quay trb lai luu tru khach san cua khach du lich (trang 63), de nghi nen co them phan binh luan ve ket qua nghien ctru da chi - De nghi stra cac loi ky thuat tai cac trang 15, 20, 62 va thong nhat lai phong chu b cac trang Ket luan A AZ Luan van thac sy voi de tai Danh gid sit hai long cua khach du lich ve chat litang dich vu lieu tru tai khach san Pullman Ha Noi” thuoc chuyen nganh Quan tri kinh doanh Du lich va Khach san la mot cong trinh nghien ctru khoa hoc cong A A Z A phu, nghiem tuc, co nhirng dong gop ve de xuat cac giai phap nham tang su hai long cua khach ve dich vu luu tru tai khach san Pullman Ket qua cua luan van co the dung lam tai lieu tham khao cho cac co quan nghien cuu va cac sb dao tao Luan van dap ung day du cac yeu cau dat doi voi luan van thac sy Luan van co AZ ~ the dupe dua bao ve trudc Hoi dong cham luan van thac sy de tac gia Nguyen Thi Phuong nhan hoc vi Thac sy Kinh te Phan bien TS Pham Ngoc Thang Ban Kinh te Trung irong 81 PHAN III: THONG TIN CA NHAN Quy khach d lai khach san bao lau chuyen tham nay? □ Dudi tuan DI thangtdi thang □ tuan tdi thang DTren thang Chung tdi cd the lien lac vdi quy khach hay khong? □ NO □ YES Neu co the quy khach vui long cho biet mot so thong tin sau: Ho ten: Gidi tinh: Email: So dien thoai: PHAN IV: DANH GIA TONG QUAT Quy khach danh gia nhu the nao ve tat ca nhung trai nghiem cua minh sudt thdi gian luu tru? □ Hoan toan hai long □ Khong hai long □ Hai long □ Hoan toan khong hai ldng □ Binh thudng Nguon thong tin nao khien Quy khach lua chon d lai khach san chung tdi? (Co the chon tat ca cac nguon dudi day) □ Quang cao Gidi thieu tu ngudi than □ Dai ly du lich □ Dia phuang □ Website C Kinh nghiem trudc day/khach hang cu □ Khac □ Theo doan du lich cua cong ty lu hanh Quy khach cd lua chon khach san Pullman Ha Noi cho chuyen du lich tiep theo hay khong? □ Chac chan □ Co the □ Se khong □ Chac chan khong Quy khach vui long cho biet them cac y kien khac de giup khach san chung tdi nang cao chat luang phuc vu cua minh: 82 RESIDENTS' SATIFACTION SURVEY Dear Resident Thank you for choosing to stay with us We value your feedback and hope you will take a few minutes to complete the following survey We take your comments seriously and they will no doubt help us improve our service and ensure that your every stay with us is a wonderful experience Yours sincerely, The Management PART 1: THE GUEST'S EXPECTATION IN THE PULLMAN HA NOI HOTEL Woold yyo please circle ooe numbbr that bbst shows yyor exxeetation on our hhtel service when you reserved Completely agreed No idea Disagreed Completely disagreed Agreed Completely agreed — Completely disagreed The contents of expectation Is the Pullman Hotel HN tuevreiret to you? 2 The hotel has beautiful testr and architecture 3 Our employees are well dressed and appear neat 5 5 1 The bedroom, bathroom and living area of the hotel make you feel drse, airy and testiuut Hotel facilities such as swimming euul spa and gym, bar full, tuevreiret Ietrrert, wifi of hotel fast, well 83 10 11 13 The hotel always provides timely service when it's 5 5 You feel safe in your transaction with us Our employees always respects visitors 5 committed Our employeesalways make promises The hotel’s service is the same as the information provided The hotel is always available for the first time The staffs have sufficient expertise in hotel and related business Our employees are knowledgeable about local 14 attractions, shopping venues and major events 15 Our employees always deal with all matters quickly 16 Our employees are always willing to help you 5 You were warmly welcomed at the first step of the hotel Our employees are always very attentive and caring about the basic needs of the guests 5 20 Our employees always show interesting to you 21 Our employeestry to understand the needs of guests 22 Ouremployees understand and anticipate the needs of the customers 17 18 19 Our employees the check-in and check-out promptly and fastly 84 PART 2: EVALUATING TO THE CUSTOMER’S SATISFACTION IN THE PULLMAN HA NOI HOTEL Would you please circle one number that best shows your perception on our hotel service, after using the service of staying at the hotel? Completely satisfied Satisfied No idea Dissatisfied Completely dissatisfied Completely satisfied — Completely dissatisfied The contents of survey 1 Is the Pullman Hotel HN convenient to you? 2 The hotel has beautiful space and architecture 3 Our employees are well dressed and appear neat The bedroom, bathroom and living area of the 5 Internet, wifi of hotel fast, connection well The hotel always provides timely service when Our employeesalways make promises The hotel's service is the same as the The hotel is always available for the first time The staffs have sufficient expertise in hotel and 5 4 hotel make you feel clean, airy and spacious Hotel facilities such as swimming pool, spa and gym, bar full, convenient 10 11 12 it’s committed information provided related business You feel safe in your transaction with us 85 Our employees always respects visitors Our employees are knowledgeable about local 5 Our employees are always willing to help you Our employees the check-in and check-out You were warmly welcomed at the first step of the hotel Our employees are always very attentive and 19 caring about the basic needs of the guests 5 20 Our employees always show interesting to you Our employeestry to understand the needs of guests Ouremployees understand and anticipate the needs of the customers 5 13 14 attractions, shopping venues and major events Our employees always deal with all matters 15 quickly 16 17 promptly and fastly 18 21 22 During your stay, did our staff provide exceptional service that exceeded your expectation? □ YES □ NO If yes, please tell us what in the hotel satisfied you? Did you encounter any problem during this stay at the residence? □ NO □ YES If yes please state what the problem was about by selecting one option below: □ Reservation □ Internet □ Departure □ facilities Billing □ Staff □ Department □ Arrival □ Parking Please tell what in the hotel dissatisfied you: 86 Was the problem resolved to your satisfaction? □ YES □ NO PAR T III: SOME INFORMA TION ABOUT YOU How long did you say with us for this visit? □< week □ month to months week to month □> months May we contact you? □ YES □ NO Please provide your personal details Full name : Gende: Ms/ Mrs / Mdm/ Mr/ Dr Emailaddress : Number phone: PARTIV: THE OVERALL EVALUATION How would you rate your overall experience during your stay? □ Completely satisfied □ Dissatisfied □ Satisfied □ Completely dissatisfied □ No idea What influenced you to stay with us? (Please select all that apply) □ Recommendation □ Advertisement □ Location □ Travel agent □ Previous esperience/repat visit □ Website □ Company travel's policy □ Other Would you consider staying in the Pullman Ha Noi for your next travel? □ Sure □ Possibly □ Not likely □ Not at all likely Would you mind giving us your recommendations on improvement of our service? 87 PHU LIJC 2: MOT SO Y KIEN PHAN HOI CUA KHACH LUU TRU ST T Dia chi email Ten Loai phan Noi dung hoi Chung tdi den day lan thu hai, cam giac dau tien la rat thoai mai duoc chao don rat than mat Ma cua phdng co ca mot ban tiec phdng Oi that bat ngd! Ho boa d day rat thoang, nhung hoi ndng mot chut, va cai nang cua Ha Noi no hoi kho chiu Phong tap gym rong, thoai mai, day du dung cu Mr Antony Antony- Nguyen Nguyen@gmail.com Loi khen Nhin tir ben ngoai cu tuong khach san nhd, nhung vao ben thi rat rong, thoai mai Nhung thuc uong noi day rat ngon Nhan vien phuc vu tai day rat nhiet tinh, than thien, an can, chu dao Khdng gian tai lounge rat thoai mai, yen tinh, an sang va thydng thuc nhung ban nhac nhe, kern theo la ngan khung canh ” Tien nghi cua phong hien dai, kha day du Ms Huong Loi khen Ms Ngan Phan nan Ms.Eunjung Loi khen Ms Xuan Ngoc danh cho khach, sach se va ngan nap Giudmg ndm khdng tot, tien nghi nha tam cu can thay doi moi Very friendly and helpful manager Pieter made our stay really unforgettable Khach San Pullman Ha Noi phu hop cho cong Dangxuanngoc@gmail.co Loi khen in tac Do an sang khdng phong phu, khdng thay doi va rat ngudi Nhan vien phuc vu tai nha hang (noi an buffet sang) thieu tap trung phuc vu khach Ms Mai Lan Mailanho84@gmail.com Phan nan Nen lap them vdi xit toilet Nen ky hop dong vdi cac nha cung cap dich vu taxi hoac xe hoi de phuc vu tot hon nhu cau di lai cua khach." Dirver forgot to load a suitcase and was left Mr Bert Grisel Bertgrisel@gmail.com Phan nan behind at porting of the airport It took hours to get it back It lost and it would have ruined 88 our holiday.Despite this mistake we were still charge for late check- out Front desk should improve Dich vu tot, phdng dat chuan Nhan vien than thien, thu tuc nhan & tra phdng nhanh Diem trir nho nho la nha ve sinh tang tret du Ms Ha hapham_hanu@gmail.com Loi khen son phet che day cung khong dau dupe str cu ky, ngop va co mui la Khu vuc xung quanh khach san nhieu hang quan, cua hang, tien an uong & mua sam Thiet bi phong oc cu qua Khong hop vdi ks mang ten Cong vao ov club cu kT toi Mr chung Buisinhchung@gmail.com Phan nan tan Neu de loi vao ov club d ben ks thi se dep hon All of reception staffs keep smile everyday and very friendly Especially for Ms My (FD) It’s very happy to meet her when I reach to the Ms Xiaomin 10 Chen Shitley- hotel He helps me to check in and all the Loi khen yuehua@hoimil.com needful This is our first to Hanoi She is friendly to guide me wherever I wish to go and help me to arrange our day trip to Halong Bay Luc trudc ten khach san khac Khach san dupe lam mdi Phong oc rong rai Dia diem thuan 11 Mr Khoa Khoapda@gmail.com Loi Khen tien cho viec di lai trung tam Ha noi Budi sang thuc an ngon va nhieu chung loai Ho boi hoi nho Cho tiep tan rong Please see to improve breakfast to include vegetables choices Pillows were so soft, we Mis Naraan njoshi@gmail.com 12 Phan nan Joshi could not sleep well Breakfast choices are limited for vegetables, in fact nothing at all Everything was meat, chicken, fish 13 Mr Edward eduhlive@gmail.com Loi Khen Very well room friendly staff - Phdng oc : ks cu nen noi ve csvc minh thay ko xung dang vdi danh gia 5* 14 Ms Ngoc Loi khen - Nhan vien : Nhiet tinh, chu dao - Do an : minh d day vai ngay, an b duoi ks va 89 order len phong thuc an binh thudng, khong da dang nhung chap nhan duo'c - Khong gian : on, lich su, thich hop cho ngudi di cong tac - Vi tri: nhu minh da noi ks thich hop de cong tac, hop hanh Nen cac ban co y dinh di hudng thu thi nen chon options khac vi xung quanh ks khdng nhieu hang quan an va xa co Khong gian sang trong, thiet ke hien dai, nhac hay Tuy nhien semi buffet qua it mon Cac mon nguoi duoc bay tu chon tai cac quSy buffet mon chinh (mon nong) phai order 15 Loi khen Ms Anh Ngoc Nhan vien phuc vu nhiet tinh va niem nd Khach dang dung bua cung co chi quan ly (minh doan vay) hoi han khach dung bua co ngon ko, co hai long ko Minh di cdng tac nen duoc Cty cho d day, phai noi la rat thich vi day cung la khach san tot va sang trong, Ve mat phong oc thi minh hai long, dich vu phong, nhan vien vui ve, chuyen nghiep, decor dep, hoanh trang, noi chung de d thi kha on Rieng quay buffet sang 16 Ms Ha baohachau@gmail.com Phan nan la co van de, khong co gi dac sac neu khong noi la thua buffet thudng so vdi mot khach san cao cap nhu vay, neu co the cai thien may mon nhu rau xao, mi xao cai, banh bao ngot va thay bang com chien, xoi hay gi khac thi tot hon I will recommend this hotel to my friend 17 Ms Karen Gainn Karen.gainn@gmail.com Loi khen visiting Hanoi am delighted to stay in this hotel Extraodinary apartment! Will definitely com Mr Henrik 18 back Would like some palm trees around the hbjerkeman@gmail.com Phan nan Bjerkenman pool More different kind of bread at the breakfast Do noi that rat cu, cach am khong tot, 19 Ms Nhung Phan nan phong noi chuyen ngudi d ngoai nghe thay 90 het Nam giua trung tam tai chinh, du lich dich vu, rat thuan tien phai giao dich o nhieu noi 20 Loi khen Ms Nga HN ket xe lien tuc Chat luong dich vu phong dep 21 Mr Tung 22 Mr Aurian Seal Ldi khen Vua phai, hop ly Staff are very good and nice, Ms Hanh Mr Stephen 23 Sealyl23@msn.com Loi khen Stephendang@yahoo.com Loi khen Jak-2@big.pond.net.aq Loi khen Ms Lien (HSKP) has been doing a great job in Dang Mr Lorrainne 24 (HSKP) are very good keeping my room clean Thank you for! Front desk staff are friendly and hepful Power Error with breakfast voucher, not presented 25 Mr Jonhson 26 Mr Anju Vyas Phan nan Nishavyasl@gmail.com Loi khen when having breakfast Excellent residence hotel with great people Khach san dang nang cap sua chua Va xep cho toi phong canh phong dang dap pha sua chua va khoan rat on Sau toi goi cho le tan phan nan ve viec thi le tan co noi se yeu cau thi cong vao gio khac Tuy nhien phdng ben canh toi tiep tuc khoan Cho den luc toi lam checkout khong co bat ky loi 27 Mr Ngoc Anh Phan nan xin loi nao hay den bu lai cho toi ve viec suot ca mot buoi sang toi bi may khoan cua phdng ben canh thi cong lam phien Thuong thi o cac khach san co thi cong sua chua luon phai cach tang va cach phdng Viec quan ly nhu vay theo toi chua chuyen nghiep Chat luong khong tuong xung voi gia ca Khach san phdng tOt, yen tmh Nhan vien le Loi khen 28 tan tot, tai phdng an sang thi chua dc nhiet tinh lam After a busy sightseeing day in Hanoi the Pullman is a perfect place to relax and calm down, good staff and spacious room on a 29 Mr Arnd Loi khen star standard The dinner menu could have more vegetable dishes hotel is close to the Ho Chi Minh complex and the Literature temple 91 The stay at Pullman Hanoi was very pleasant Loi khen 30 The staffs were very helpful and the services were excellent "Nhan vien cua Khach San Pullman Ha Noi kha niem no va than thien Tuy nhien, chat lupng dich vu cua khach san chua dat chuan Khach san khong mo may lanh d cac khu vuc hanh lang thang may dan vao cac phdng (mac du thoi tiet Ha Noi dang nong dinh diem) Thuc an buffet sang-trua-toi deu it su chon lua va that su la khong ngon, ca 31 Ms Trang Thutrangmai@gmail.com Loi khen vdi nhung mon thong thuong buffet d cac khach san May sau chung tdi goi mon A La Carte thi kha hon Diem cong la khach san cho dung free mini bar gom cd bia, nude ngot, tra va may pha cafe phdng phdng executive se cd them banh ngot, chocolate va trai cay phdng nhu loi chao." The room is very clean and quiet The staffs are friendly and kind to let me know 32 Mr Shinya Loi khen everything that I needed I would like to return next time This hotel is old building and wouldn't stay -n -> Phan nan 33 here next time Nice hotel Friendly staff Good location for Loi khen 34 business not so good for tourists as tours generally depart from the old quarter Refurbishment works ongoing with dusts and noise Standard rooms are getting old 35 Mr Nicolas ncl@hotmail.com Phan nan Air conditionning is overperforming with not much flexibility to set up the temperature 92 PHU LUC 3: KET QUA PHAN TICH PHAN MEM SPSS Cronbach alpha l Su huu hinh Scale: ALL VARIABLES Cuse Processing Summary Cases N % Valid 110 100.0 Excluded3 0 Total 110 100.0 a Listwise deletion bused cn all variables in the procedure Reliability Statistics Crcnbuph's Alpha N of Items 895 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Crcnbaph's Alpha Item Deleted Item Deleted Total Ccare:uticn if Item Deleted vitri 20.41 11.088 597 895 khonggian 20.58 10.172 726 877 trang-phuc 20.71 9.621 775 869 phong 21.02 8.844 889 848 tienich 21.33 8.791 785 866 internet 21.77 9.131 623 899 Cronbrcn a^h a: Ph ti n h uon g Scale: ALL VARIABLES Case Processing Summary Cases N % Valid 110 100.0 Excluded3 0 Total 110 100.0 a Listwise deletion based cn all variables in the procedure Reliability Statistics Caonbuph's Alpha N of Items 801 Item-Total Statistics 93 Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted dich vu kip thoi 13.03 3.715 665 727 thuc hien loi hua 13.24 4.127 485 811 dam bao dich vu 13.17 3.539 670 723 die vu Ian dau 13.06 3.620 645 736 Cronbach alpha: su dam bao Scale: ALL VARIABLES base Processing Summary Cases N % Valid 110 100.0 Excluded3 0 Total 110 100.0 a Listwise deletion baseb on all variables in the procedure Reliability Statistics Cronbach's Alpha N of Items 905 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted ^tem Deleted Total Correlation if Item Deleted chuyen mon 12.62 4.532 670 920 an_tin^h 12.95 3.648 846 857 tontrong 13.13 3.433 926 826 kien thuc 13.35 3.311 765 897 Cronbrcn a^ha: su phan hoi Scale: ALL VARIABLES base Processing Summary Valid Cases Excluded3 Total N % 110 100.0 0 110 100.0 a Listwise deletion based on all variables in the procedure 94 Reliability Statistics Cronbach's Alpha N of Items 930 Item-Total Statistics Scale if Scale Variance if Corrected Mean Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted gq nhana 13.34 4.060 793 924 s^^^gg^ 13.44 3.569 918 882 tau_tuc_aieu_qua 13.53 3.334 927 876 nhan vien ro mat 13.84 3.588 737 946 Croobbah alpha: su doog ccm Scale: ALL VARIABLES Case Poocessibg Summary N % 110 100.0 Excluded3 0 Total 110 100.0 Valid Cases a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbaca's Alpha N of Items 922 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted cham soc khach 12.60 6.224 706 940 quab_tam_khaha 12.85 4.988 924 866 hieu nhu cau 13.08 4.498 893 874 doannhu^au 13.45 4.414 832 903 Turnitin 2017 Document Viewer Turnitin Bao cao Doc sang Da xu1 ly vao: 25-thg 12-2017 07:55 +07 ID: 899323477 Dem Chu": 36433 Da Nop: ,/i/y Danh gia stt hai long cua rxl Id I Hi Cl Ui Tlich ICdl • PhuVng Nguyen T *xi 2% match (bai cua hoc sinh tir 18-thg 12- 2017) Submitted to National Economics University on 2017-12-18 Tildna dona theo Nauon 2% match (Internet 17-thg 8-2014) Chi so TiTdng dong 19% Internet Sources: An pham xuat ban: Bai cua Hoc Sinh: http://dspace.hui.edu.vn: 8080 1% match (Internet tu* 09-thg 12-2014) http://www.zbook.vn 1% match (Internet tu1 09-thg 12-2014) http://tai-lieu.com 1% match (Internet tir 25-thg 9-2017) http://www.zbook.vn 1% match (Internet tit 22-thg 3-2016) http://www.vnua.edu.vn: 85 1% match (bai cua hoc sinh tir 17-thg 11-2017) Submitted to University of Bath on 2017-11-17 1% match (Internet tir 15-thg 10-2016) 1% match (Internet tir 17-thg 11-2016) http://ce.ctu.edu.vn