Factors affecting the front desk department's service quality of 3-star hotels in Quy Nhon city
Published: July 21, 2026
Abstract
This study explores and measures the factors affecting domestic visitor’s satisfaction with the front desk department’s service quality of 3-star hotels in Quy Nhon city. The study finds out that there are four factors affecting the satisfaction of domestic visitors with the front desk department’s service quality. These factors listed in the descending order of importance are responsiveness, reliability, service capacity, and empathy. In addition, it is not able to confirm the impact of the tangible factor on the satisfaction of domestic visitors with the front desk department’s service quality. Based on the study’s findings, some solutions are proposed to improve the front desk department’s service quality of 3-star hotels in Quy Nhon city.
Keywords
satisfactiontouristservice qualityfront office department3-star hotelQuy Nhon city
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