In recent years, tourist accommodation establishments have been growing in both quantity and quality, making an important contribution to the development of tourism products, socio-economic development in local. Expected to 2020, Vietnam's economy will continue to witness the boom of the accommodation service business with more than 20 million foreign visitors visiting and the outstanding growth of the hotel service industry. | VNU Journal of Science Economics and Business Vol. 35 No. 4 2019 82-93 Original Article Internal Service Quality External Service Quality Employee Satisfaction and Customer Satisfaction for Vietnamese Hotels A Theoretical Approach Nguyen Thu Ha Cung Thi Lan Anh VNU University of Economics and Business 144 Xuan Thuy Str. Cau Giay Dist. Hanoi Vietnam Received 25 November 2019 Revised 04 December 2019 Accepted 04 December 2019 Abstract In recent years tourist accommodation establishments have been growing in both quantity and quality making an important contribution to the development of tourism products socio-economic development in local. Expected to 2020 Vietnam s economy will continue to witness the boom of the accommodation service business with more than 20 million foreign visitors visiting and the outstanding growth of the hotel service industry. The paper aims to examine the relationship between internal service quality external service quality and employee amp customer satisfaction. Inheriting the domestic and foreign research results about service quality customer satisfaction combining the results of interviews with experts group discussions with hotel administrators and tourists the article proposed an analytical framework for internal service quality external service quality and employee amp customer satisfaction for the hotels in Vietnam. Keywords Internal service quality External service quality Employee satisfaction Customer satisfaction Hotel services. ____ Corresponding author. E-mail address hant@ https 2588-1108 82 VNU Journal of Science Economics and Business Vol. 35 No. 4 2019 82-93 Chất lượng dịch vụ nội bộ chất lượng dịch vụ bên ngoài sự hài lòng của nhân viên và sự hài lòng của khách hàng đối với các khách sạn tại Việt Nam Nghiên cứu lý thuyết và đề xuất khung phân tích Nguyễn Thu Hà Cung Thị Lan Anh Trường Đại học Kinh tế Đại học Quốc gia Hà Nội 144 Xuân Thủy Cầu Giấy Hà Nội Việt Nam Nhận ngày 25 .
