The study examines the influence of factors on customer satisfaction in hotel services in Thanh Hoa province of Vietnam. In terms of the tangible facilities of hotels, customers appreciate the availability and the full range of equipment and additional services, as the 3-to-5-star hotels in Thanh Hoa province are almost new, built in the last five years – 7 of 13 hotels were built in 2015. In the process of measuring the effect of factors on satisfaction in hotel services there, the researchers conducted exploratory factor analysis, reliability test, correlation and regression to confirm the relationships of factors. Based on a survey of 380 respondents, the test results showed that the proposed factors have positive impacts on consumer satisfaction; they are: perceived quality (including intangible and tangible elements), brand image, perceived value, and customer relationship management. In particular, intangible elements have the strongest influence on customer satisfaction, followed by tangible elements, brand image, perceived value, and finally, customer relationship management. In addition, the study found that foreigners and higher education customers tend to be more satisfied by the hotels than other groups, which helps to suggest important and appropriate solutions for hotel managers in Thanh Hoa province.

Credit capital from customers’ savings deposit (CSD) of banks has an important meaning in the business activities of the banking industry. There are many factors that influence the CSD satisfaction with banks. Certain changes have been made when there are fluctuations due to COVID-19. The article is based on an analysis assessing the factors that influence the CSD satisfaction of Vietnamese commercial banks in the context of COVID-19. The authors use a sample of 1,639 CSD. The results show that there are three variables that positively affect CSD satisfaction, including legal provisions of the Central bank (Legal), policies and mechanisms of commercial banks (Policy), and products of commercial banks (Product). Accordingly, in order to contribute to strengthening this capital mobilization of savings deposit, the Central bank of Vietnam needs to play a pivotal role in the regulations of the banking system to ensure its stability; control well monetary policy, interest rates, and inflation to keep a stable position in the economy; and provide timely financial support packages to enhance the confidence of CSD. Moreover, Vietnamese commercial banks need flexible policies and mechanisms to stimulate CSD; strengthen support on deposit rates for CSD; and diversify products to easily adapt to each CSD’s situation.