Service Quality
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
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
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
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 perception level towards service quality of front office staff at the hotel, and (2) to analyze the discrepancy between customers expectation and perception level towards service quality of front office staff at the hotel. Based on the SERVQUAL instrument (Parasuraman et al., 1985, 1991), the service quality was consisted of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The questionnaire of this study was designed by Parasuraman et al. Sixty respondents, who
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
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
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 perception level towards service quality of front office staff at the hotel, and (2) to analyze the discrepancy between customers expectation and perception level towards service quality of front office staff at the hotel. Based on the SERVQUAL instrument (Parasuraman et al., 1985, 1991), the service quality was consisted of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The questionnaire of this study was designed by Parasuraman et al. Sixty respondents, who