The studies on customer loyalty presented different views and definitions of customer loyalty from different fields such as tourism; online shopping; homestay service or convenient shops system at the same time, these studies also show factors affecting loyalty such as service quality; satisfaction; tourist experience; switching costs, However, most studies have not mentioned customer loyalty in the business performance of enterprises. | MINISTRY OF EDUATION AND TRAINING THUONGMAI UNIVERSITY NGUYEN MINH TUAN RESEARCH ON CUSTOMER LOYALTY IN HANOI HOTEL INDUSTRY MAJOR Business administration CODE Summary of doctoral thesis in economics Hanoi 2021 The work was completed at Thuongmai University Supervisor Dr. Luc Thi Thu Huong Dr. Nguyen Thi Tu Reviewer 1 . . Reviewer 2 . . Reviewer 3 . . The thesis will be defended before School level thesis evaluation council meeting at Thuongmai University. At . hour date . month . year . The thesis can be found at National Library of Vietnam Library of Thuongmai University 1 INTRODUCTION 1. Urgency of the topic In terms of practice the market for accommodation business in Vietnam is increasingly competitive. In recent years many large corporations in the hotel industry such as Hilton Intercontinental Marriott etc. continue to target the Hanoi market in particular and Vietnam in general. At the same time many famous domestic corporations such as FLC VinGroup Mount Than also constantly upgrade and expand branches. The entry of leading companies along with the way of management operation and professional service has created competition among enterprises in the hotel industry which demand to change the operation method to improve service quality increase their position attract customers and build customer loyalty. On the other hand scientific and technical progress especially technology is applied in all fields and the hotel is no exception. Domestic or international tourists tend to search for hotels prices and services etc. on the internet for their trip before deciding which enterprise chose to provide their services. Social networks online travel agencies and websites are all bridges between customers and the hotel. In the period from 2015 to 2019 along with the upward development of Vietnam s hotel business the number of tourist accommodation establishments in Hanoi increased rapidly. In 2015 the number of accommodation establishments in Hanoi was 2
