Factors affecting guests experience at Hoa Hong Restaurant (Ky Hoa Hotel) in Ho Chi Minh city.

Abstract

Guests’ experience has been an important field for many researchers and business managers. This term plays a huge role in determining service quality as well as creating positive feedback for consumers. As a result, it helps the brand create a stronger impression and is a solid stepping stone for the future development of the business. The objective of this study is to identify the factors that affect guests’ experience at Hoa Hong Restaurant (Ky Hoa Hotel Saigon) in Ho Chi Minh City. The chosen method is a combination of qualitative and quantitative research to increase the ability to collect data as well as statistical analysis. The paper is written based on the inheritance of secondary theoretical bases which are the research work of a number of domestic and foreign analysts, later contrasting them with experts in the same field. In addition, the data for the study was collected from 245 valid samples, which are diners at Hoa Hong Restaurant. Microsoft Excel is used to analyze the survey results, along with the SPSS (Cronbach's Alpha) to determine the reliability. Research results indicate three factors that affect guests' experience, including service product, service environment, and service delivery system. Following that, the authors propose practical solutions to help businesses improve the experience of their guests.