Proceedings of the International Interdisciplinary Conference, Vienna

SUSTAINABLE SERVICE QUALITY TO MEET WITH CUSTOMER EXPECTATION

BENJAWAN YOTRAWAT, ASSISTANT PROFESSOR DR. SOMDECH RUNGSRISAWAT

Abstract:

One of the strengths of Thai tourism is the high standard of service quality of Thai hotels. Therefore, it is vital for Thai hotel industry to maintain and ameliorate the service quality in a sustainable way. The question is whether the high standard of service quality meets with customers’ expectation or not. The purposes of this research were to examine the level of satisfaction in ten areas of services from the perspectives of international tourists whether their expectations of the service quality have been met or not. The population of study included all international tourists who visited Thailand the first quarter of year 2018. A total of 400 samples was interviewed with English questionnaire. The findings revealed that in general the respondents had a very high expectation of service quality and the majority of their expectations in ten areas of services had been fulfilled. There were two areas of service quality that needed to be improve which were transportation services and ability to communicate in other languages such as Russia, Arabic, and Chinese.

Keywords: Service Quality, Customer Expectation, International Tourists

DOI: 10.20472/IAC.2018.001.028

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