Limitations of the study

Although this study contributes to additional theoretical and practical management model used in this study should be developed further à cognitive variables and values.

Besides, this study cannot independently verified with international tourists. Future studies should emphasize this factor to develop the model. Factors related to the specific characteristics of the hotels in Hanoi have not been considered so some variables such as price and cuisine should be included in the next study.

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Appendix

The survey on the level of customer satisfaction with hotel service

Your age?

Gender - Gender (1: Female, 2 Male)

Occupation (1: Businessmen, 2: the official 3: Workers ....) You are Vietnamese or foreigner? (1: Vietnamese, 2: Foreigner) This is the first time you stay at the hotel?

1: Yes - Yes 2: No - No

1. When the hotel has agreed to do something about the time specified, then the hotel will do.

2. When you are having problems, property expressed sincere interest in solving the problem ...

3. Hotel service performed right the first time.

4. The hotel staff to serve you quickly and timely.

5. The hotel staff is always ready to help you.

6. Hotel staff never too busy to show not meet your requirements.

7. The behavior of the staff in the hotel ever give confidence to you.

8. Do you feel safe when making deals with hotels 9. The hotel staff are always polite, courteous with you.

10. The staff in the hotel enough knowledge to answer your questions 11 Hotels express personal interest in you.

12. Hotels show special attention to your best interest.

Dear Sir or Madam

This survey aimed to find out the key factors affecting tourists' satisfaction with hotel service. It is an important part to of research entitled “Factors affecting satisfaction and customer loyalty for hotels". Please answer these questions based on your opinions (rated from 1- strongly disagree to 5- totally agree). Sincerely thank for cooperation and valuable time you've spent to complete this survey!

Sincerely,

13. The staff in the hotel understands your special needs

14. Hotel employees who express an interest in you personally.

15. The hotel has modern equipment.

16. The facilities of the hotel looks very attractive.

17. Employees of the hotel neat attire, courtesy

18. This hotel offers more benefits than costs me money 19. This hotel is the best among competing hotels

20. This hotel is much better than what I expected

21. I feel very satisfied with the traditional food of Vietnam 22. I would choose this hotel again for future visits to my 23. I will recommend the hotel to friends and family

Thank for your cooperation!