餐旅服務業在近十年來有很大的改變，它已經成為人們生活中重要的一部分。因此，隨著該產業的發展，服務品質管理成為不僅旅館的管理者，而且連研究者以及政府最重要的關心點之一。這篇論文已經使用了SERVQUAL模型來考察消費者對河內老街的三家旅館的期望與知覺，而河內老街是河內最有吸引力的旅遊景點之一；這樣會助於確定服務品質管理與消費者滿意度之間的關聯性。研究者已經用150份問卷來進行此研究。從進行研究當中，很顯然河內老街的這些旅館有很高的服務品質以及對消費者來說有很大的重要性。除此之外，由於Cronbach’s Alpha係屬超過0.7，因此SERVQUAL模型用於考察這個地區的服務品質是可靠的。再加上，在宏觀層面上，服務品質也成為增加這產業的經濟基礎之一，因為通過旅遊的吸引力能帶來給經濟不少的利潤。在一般的情況之下，在河內老街的這三家旅館的服務品質是相當高。雖然餐旅業的服務品管理對消費者的滿意度有相當好的影響力，但研究者相信在某些方面上還可以提高並且改善以增加這些旅館的服務品質。

The hospitality industry has seen a tremendous change for recent decades and hospitality business becomes an integral part of the human life. Therefore, due to the development in this industry, the service quality management is one of the most significant concerns of not only hotel managers but also the researchers as well as the government. The work applied the SERVQUAL instrument in order to examine both customers’ expectations and perceptions using the services at the three hotels in Hanoi Old Quarter – one of the most attractive tourism places in Hanoi; and to identify the link between service quality management and customer satisfaction. The researcher used 150 questionnaires in carrying out this research study. From the research conducted, it is clear that the service quality of the hotels in Hanoi Old Quarter is high and of great importance to customers. Besides this, the SERVQUAL model is reliable to examine the service quality in this area since the Cronbach’s Alpha value is exceed 0.7. Furthermore, in macro level, it is one of the foundation of growth in the industry economy because it brings cash inflows to the economy through tourism attraction. In general, the service quality of the three hotels examined in Hanoi Old Quarter is high. Despite all the remarkable impact of service quality management on customer satisfaction in the hospitality business, the researcher believes that some aspects can be improved to increase the quality of these hotels.

TABLE OF CONTENT

ACKNOWLEDGEMENT i
ABSTRACT (CHINESE) ii
ABSTRACT (ENGLISH) iii
TABLE OF CONTENT iv
LIST OF TABLE AND FIGURE v
CHAPTER 1: INTRODUCTION 1
1.1. Overview of hospitality industry in Vietnam 1
1.2. Overview of Hanoi Old Quarter 2
1.3. Statement of problem 4
1.4. Significant of the study 5
1.5. Organization of the study 6
CHAPTER 2: LITERATURE REVIEW 8
2.1. Service quality measurements in the hospitality industry 8
2.2. The application of SERVQUAL instrument in the hospitality industry 15
2.3. Criticisms of SERVQUAL 16
CHAPTER 3: METHODOLOGY 19
3.1. Study Site 19
3.2. Research Framework 19
3.3. Sample Size 21
3.4. Source of Data 23
3.5. Data Analysis 23
CHAPTER 4: FINDINGS AND INTERPRETATIONS 24
4.1. Descriptive 24
4.2. Correlation 47
4.3. Reliability analysis 51
4.4. Assessment on difference 55
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 57
5.1. Conclusion 57
5.2. Recommendations 59
REFERENCES 62
APPENDIX 63

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