| dc.description.abstract | Due to the unchanged in the number of customer as Sheraton Saigon Hotel & Towers, the researcher had conducted a case study to investigate about customer satisfaction and hotel operation at Sheraton Saigon Hotel & Towers to find out the causes that make the customers have an intention to leave the hotel. The research is focus on customer satisfaction, customer loyalty, the connection between customer satisfaction and customer loyalty, service quality, hotel operation, service convenience and service equity. The research only focuses on the concept of Qualitative research method, and the procedures behind it with the selection of 10 interviewees. In the finding chapter, the researcher found that the hotel is in the situation of having a shortfall of the customers due to these factors: service quality, hotel operation, service convenience, and service equity. Finally, some recommendations for further research and organization are proposed for scholars and superiors from Sheraton Saigon Hotel & Towers. | en_US |
