Course Notes

A MASTER S PROJECT

BY

ALIN SRIYAM

Presented in Partial Fulfillment of the Requirements for the

Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL

A MASTER S PROJECT BY ALIN SRIYAM

Presented in Partial Fulfillment of the Requirements for the

Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010

Copyright 2010 by Srinakharinwirot University

A MASTER S PROJECT

BY

ALIN SRIYAM

Presented in Partial Fulfillment of the Requirements for the

Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Alin Sriyam. (2010). Customers Satisfaction towards Service Quality of Front Office Staff at the hotel. Master s Project, M.A. (Business English for International Communication). Bangkok: Graduate School, Srinakharinwirot University. Project Advisor: Dr. U-maporn Kardkarnklai.

Due to the increasing competition of service business and the high demand of the customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and

References: In addition, Watt (2007) stated that the front office is an important function because customers deal with front office staff as the center of the hotel 2003), ;assurance factors& such as security and safety of guests determined by firstly, and secondly ;reliability factors& such as hotels perform task that have been promised to guests on resolving problems encountered by guests