Determinants of customer satisfaction towards travel service quality - A study of Huong Giang tourist JSC in Hue city
Abstract
In the recent years, with the globalization and the ease of transport, Vietnamese tourism industry has gained a significant growth. As the Vietnam tourism industry developing, how to manage the travel service quality is a key challenge. The customer perceptions of travel service quality have impacted directly on their satisfaction. Therefore, firms working in the travel business have to learn how to improve their service quality and satisfy customer needs. With the purpose of assisting Huong Giang Tourist – a travel agency used as a case study for this thesis, this thesis is carried out to evaluate the customer satisfaction towards service quality in the field of traveling. The goal of this study is to find the key determinants that can affect the customer satisfaction, then to help Huong Giang Tourist improve its travel service quality.