QUESTIONNAIRE

SURVEY ON CUSTOMER SATISFACTION OF ONLINE BOOKING IN HCM CITY

Dear Madam/Sir.
We are students of UEH, we are conducting a research "Survey on customer satisfaction of
online booking in Ho Chi Minh City". We hope you will take a moment to help us in answering
this survey. This survey is for scientific research purposes only, and all information is kept
confidential.
Thank you for your cooperation,
1. Have you ever booked online? OB
𝥁 Yes 1
𝥁 No 0
If the answer is yes, continue the interview, if not, please stop the interview.

Thank you for taking the time to participate in the interview.

2. Among these age groups, which one you belong to? AG
𝥁 Lower 23 years old 1
𝥁 23 - 30 years old 2
𝥁 31 - 45 years old 3
𝥁 46 - 55 years old 4
𝥁 Higher 55 years old 5
If the interviewee is in the age group from 23-55 years old, continue the interview, if not, stop the
interview (because they are not in the survey).

Thank you for taking the time to participate in the interview.

3. Your gender is GD
𝥁 Male 1
𝥁 Female 2
𝥁 Others 3
4. Your occupation is OC
𝥁 Student 1
𝥁 Office staff 2
𝥁 Business owners 3
𝥁 Family Business owners 4
𝥁 Freelancer 5
5. Your monthly income? MI
𝥁 Below 7 millions 1
 𝥁 From 7 to 10 millions 2
𝥁 From 10 to 20 millions 3
𝥁 Over 20 millions 4
6. Please order the reasons why you like online booking, with (1) the most favorite reason, (2) the
second most preferable reason.:
……… Convenient payment via bank
CP 1 2 3 4 5 6 7
cards or e-wallets
………Preview room before booking PR 1 2 3 4 5 6 7
……… Have advance information about
AIR 1 2 3 4 5 6 7
room rates.
……… Easily find rooms according to
RAIN 1 2 3 4 5 6 7
individual needs.
……… Room rates are lower than
LRR 1 2 3 4 5 6 7
offline bookings.
.………Have more promotion
MPC 1 2 3 4 5 6 7
campaigns
……… Faster check-in time. FCIT 1 2 3 4 5 6 7
7. In one year, how many times you use app/website booking? BNL
𝥁 Lower 5 times 1
𝥁 6 – 10 times 2
𝥁 11 – 20 times 3
𝥁 Over 21 times 4
8. The information you need to know about the hotel on the website is very complete
INW
to help you make a booking decision.
Disagree 1
Somewhat disagree 2
Neither agree nor disagree 3
Somewhat agree 4
Agree 5
9. When online booking, you use these payment methods
𝥁 Transfer money PM1
𝥁 Credit Card PM2
𝥁 ATM Card PM3
𝥁 E-wallet PM4
10 Does Website or app booking make you feel secure about payment? FSP
. Highly unsecure 1
Unsecure 2
Normal 3
Secure 4
Highly secure 5
11 Do you trust the information security system of the website or room booking
ISS
. application you used??
Highly untrusted 1
Untrusted 2
No comment 3
 Trusted 4
Highly trusted 5
12 Do you feel to use easily app booking? FUE
. Use very difficult 1
Use difficult 2
Normally 3
Use easily 4
Use very easily 5
13 Do you think that the COVID-19 epidemic changes your habits of using online
COVID
. booking applications?
Disagree 1
Somewhat disagree 2
Neither agree nor disagree 3
Somewhat agree 4
Agree 5
14 Do you think that your interest in using new technologies is one of the factors that
NT
. make you online booking?
Disagree 1
Somewhat disagree 2
Neither agree nor disagree 3
Somewhat agree 4
Agree 5
15 What price do you think is reasonable for a 1 day 1 night in a hotel? MGHL
. 𝥁 From 150.000 – 350.000 VNĐ 1
𝥁 From 350.000VNĐ – 500.000 VNĐ 2
𝥁 From 500.000VNĐ – 1.000.000 VNĐ 3
𝥁 From 1.000.000VNĐ – 2.500.000 VNĐ 4
𝥁 From 2.500.000 VNĐ 5
16 Which room you often rent? RT
. 𝥁 Room 1 single bed 1
𝥁 Room 2 beds (1 double bed 1 single bed) 2
𝥁 Room 2 beds (2 double beds) 3
𝥁 Room 2 beds (2 single beds) 4
17 What amenities in a hotel room do you think must have, in order with (1) the most necessary, (2)
. the second most necessary?:
……Elevator EL 1 2 3 4 5 6 7 8 9 10 11 12
……Bath tube BT 1 2 3 4 5 6 7 8 9 10 11 12
…… Spring mattress DLX 1 2 3 4 5 6 7 8 9 10 11 12
…Soundproofing room PCA 1 2 3 4 5 6 7 8 9 10 11 12
……Air filter LKK 1 2 3 4 5 6 7 8 9 10 11 12
…… wifi system WIFI 1 2 3 4 5 6 7 8 9 10 11 12
……Refridgerator TL 1 2 3 4 5 6 7 8 9 10 11 12
……Hot cool water NL 1 2 3 4 5 6 7 8 9 10 11 12
……Steam bath room XH 1 2 3 4 5 6 7 8 9 10 11 12
……Air Conditionner ML 1 2 3 4 5 6 7 8 9 10 11 12
 ……Spa SPA 1 2 3 4 5 6 7 8 9 10 11 12
……Gym GYM 1 2 3 4 5 6 7 8 9 10 11 12
18 How long do you usually book in a hotel? BT
. 𝥁 Hourly 1
𝥁 1 day-1 night 2
𝥁 From 2 – 4 days 3
𝥁 From 5 – 7 days 4
𝥁 Over 7 days 5
𝥁 Permanent 6
19 With many types of discounts, which one do you think is more suitable for you, arrange in order
. with (1) the most favorite form, (2) the second favorite:
𝥁 Discount directly DD 1 2 3 4
𝥁 Food event (Free breakfast, BBQ sessions on holidays, or
FE 1 2 3 4
evenings of the day)
𝥁 Membership registering MEM 1 2 3 4
𝥁 Promotion for partners PP 1 2 3 4
20 Are you satisfied with the current discount when booking online? CDS
. 𝥁 Yes 1
𝥁 No 2
21 If not, how do you think the discount is reasonable? DR
. Decreased 10%-20% 1
Decreased 21%-30% 2
Decreased 31%-40% 3
Decreased 41%-50% 4
Decreased 51%-60% 5

Once again, we would like to thank you for taking the time to help us complete this
survey. Wishing you good health and much joy in life.