Ứng dụng phương pháp Fuzzy SERVQUAL trong đánh giá chất lượng dịch vụ khách sạn

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Tác giả: Quang Vĩnh Nguyễn

Ngôn ngữ: Vie

Ký hiệu phân loại: 330 Economics

Thông tin xuất bản: Tạp chí Khoa học và Đào tạo Ngân hàng , 2023

Mô tả vật lý: 85-97

Bộ sưu tập: Metadata

ID: 411520

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Tóm tắt
Chủ đề

Chất lượng dịch vụ thường trừu tượng và khó đo lường do các đặc tính vô hình, không đồng nhất và không tách rời. Các phương pháp đo lường hiện tại trên cơ sở mô hình SERVQUAL truyền thống vẫn chưa giải quyết triệt để sự mơ hồ và mờ nhạt trong đánh giá chất lượng dịch vụ. Mục tiêu của nghiên cứu này nhằm ứng dụng lý thuyết fuzzy dựa trên mô hình SERVQUAL mở rộng trong đánh giá chất lượng dịch vụ khách sạn tại Hà Nội. Đế thực hiện mục tiêu này, nghiên cứu đã khảo sát 216 khách du lịch vào tháng 7 và tháng 9 năm 2022. Kết quả nghiên cứu cho thấy khách du lịch có kỳ vọng và cảm nhận cao đối với các chỉ báo: Cung cấp các dịch vụ như khách sạn đã hứa, Thực hiện các dịch vụ ngay từ lần đầu tiên, Trang bị những điều kiện thuận lợi cho khách khuyết tật. Những chỉ báo có sự kỳ vọng và cảm nhận thấp bao gồm Trang thiết bị của khách sạn hoạt động tốt, không gây hỏng hóc Từng bước tự động hóa một số dịch vụ Các tòa nhà và cơ sở vật chất hấp dẫn trực quan. Khoảng cách giữa sự cảm nhận và kỳ vọng của các thành tố thuộc mô hình SERVQUAL mở rộng được xếp hạng lần lượt là: Khả năng tiếp cận, ứng dụng công nghệ, Sự đảm bảo, Sự hữu hình, Sự đồng cảm và Sự tin cậy. Những phát hiện này cho thấy, đế nâng cao chất lượng dịch vụ các khách sạn cần tập trung nguồn lực cải thiện các yếu tố có khoảng cách lớn giữa kỳ vọng và cảm nhận dịch vụ. Các thảo luận về khoa học và ứng dụng quản trị cũng như các hạn chế và hướng nghiên cứu tương lai cũng được đề cập trong nghiên cứu., Tóm tắt tiếng anh, Service quality is abstract and difficult to measure due to intangibility, heterogeneity, and inseparability. Current measurement methods based on the traditional SERVQUAL model have yet to resolve the ambiguity and opacity in service quality assessment. This study aims to apply fuzzy set theory based on the extended SERVQUAL model to analyze hotel service quality in Hanoi. By interviewing 216 tourists from July to September, 2022. The results show the highest expectations and perceptions: Hotel provides services as promised Services are performed from the first time Equipping facilities for disabilities. The lowest expectation and perception indicators include hotel equipment being in good working order without causing damage, Automation of services, and visually appealing facilities. The gap between perceptions and expectations of the extended SERVQUAL model is ranked as Accessibility, Technology, Assurance, Tangibility, Empathy, and Reliability. The findings indicate that to improve service quality, hotels need to focus their resources on improving the factors that have a large gap between service expectations and perceptions. The academic and management implications, limitations, and research directions are also discussed in the study.

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