publication . Article . 2012

Measuring Service Quality Dimensions: An Empirical Analysis of Thai Hotel Industry

Sakun Boon-itt; Nopadol Rompho;
Open Access
  • Published: 14 Sep 2012 Journal: International Journal of Business Administration, volume 3 (issn: 1923-4007, eissn: 1923-4015, Copyright policy)
  • Publisher: Sciedu Press
Abstract
The aim of this study is to focus on hotel service quality based on the application of 29 characteristic indicators from the SERVQUAL model by comparing two hotel types, namely the boutique and the business hotel, in Thailand and to understand the expectation, perception and gaps between expectation and perception regarding hotel service quality. The study applied a self-administered questionnaire to measure the expectation and perception of service quality characteristics of hotels in Thailand. A total of 108 usable questionnaires were analyzed. The analysis shows that the service quality of hotels in Thailand was moderately low. Hotels were not able to deliver...
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ACM Computing Classification System: ComputingMilieux_MISCELLANEOUSInformationSystems_GENERAL
free text keywords: Service quality, Hotel industry, Thailand, Hotel industry, USable, Advertising, Service quality, Perception, media_common.quotation_subject, media_common, Business, Marketing, SERVQUAL, Customer expectation
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