Assessing the quality of accommodation service in Hon Son Island, Kien Hai District, Kien Giang province

Abstract

This study was conducted to assess the quality of accommodation service in Hon Son Island, Kien Hai District, Kien Giang Province. The IPA model (importance and performance) with five criteria of the SERVQUAL service quality model was applied in this study. Data was collected from 126 tourists who stayed at Hon Son. Descriptive statistics and Paired samples T-test were used to analyze the data. Research results showed that most tourists rated the factors in the five criteria at a fairly high level of importance, respectively assurance (M=4,56), reliability (M=4,55), tangible (M=4,46), responsiveness (M=4,45) and empathy (M=4,38). However, the level of performance of these criteria was under 4,0 points, the lowest being responsiveness, followed by tangible, assurance, empathy, and reliability. Besides, the IPA model showed that the majority of factors concentrated in the investment and development part, which are most related to staff at the accommodation. Based on the IPA model, the research proposes some management implications to improve the service quality of accommodation at Hon Son Island in the future.