Exploring factors affecting the service quality of boutique hotels in Ho Chi Minh City
Published: July 30, 2026
Abstract
This study is to determine key themes affecting the service quality of boutique hotels in Vietnam. This study is conducted by using 250 guest online reviews about 10 hotels in Ho Chi Minh City via Online Travel Agents (OTAs). This study is expected to help hotel owners better understand what customers expect from the hotel. Hence, hotel owners can have solutions to make customers more satisfied in the future. Some factors including Design, Space, Location, Staff, and Facilities are important factors affecting the boutique hotel's service quality.
Keywords
boutique hotelsHo Chi Minh Cityfactorsservice quality
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