Sustainable Service Quality to Meet with Customer Expectation

Benjawan Yotrawat (benjawan.yo@ssru.ac.th) and Assistant Professor Dr. Somdech Rungsrisawat (somdech98@hotmail.com)
Additional contact information
Benjawan Yotrawat: Suan Sunandha Rajabhat University
Assistant Professor Dr. Somdech Rungsrisawat: Suan Sunandha Rajabhat University

No 8810433, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

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 (search for similar items in EconPapers)
JEL-codes: Y80 (search for similar items in EconPapers)
Pages: 7 pages
Date: 2018-11
New Economics Papers: this item is included in nep-cis, nep-sea and nep-tur
References: Add references at CitEc
Citations:

Published in Proceedings of the Proceedings of the International Interdisciplinary Conference, Vienna, Nov 2018, pages 160-166

Downloads: (external link)
https://iises.net/proceedings/international-interd ... 88&iid=028&rid=10433 First version, 2018

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sek:iacpro:8810433

Access Statistics for this paper

More papers in Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences
Bibliographic data for series maintained by Klara Cermakova (iises@iises.net).