DOIONLINE

DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-8229

Publish In
International Journal of Management and Applied Science (IJMAS)-IJMAS
Journal Home
Volume Issue
Issue
Volume-3,Issue-5  ( May, 2017 )
Paper Title
A Measurement of Customer Satisfaction Towards Service Quality in a Small Sized Hotel: A Case of Silom Village Inn, Bangkok, Thailand
Author Name
Sunattha Krudthong
Affilition
Faculty of Humanities and Social Sciences, Suan Sunandha Rajabhat University Bangkok, Thailand
Pages
110-113
Abstract
The purpose of this research is to investigate the customer satisfaction level towards the case study hotel of Silom Village Inn’s service quality in Bangkok. The research provides insights through a review of 5 service quality dimensions, creating customer satisfaction, performed by the hotel (Tangibles, Reliability, Responsiveness, Assurance and Empathy and judged by the guests. A group of 120 hotel guests was selected for a questionnaire survey to measure what customers expect and perceive in hotel’s service qualities. The research finds that overall satisfaction level is acceptably high and Assurance was considered the most important dimension by the hotel’s customers. Index Terms- Customer satisfaction, Hotel, Service, Service Quality, SERVQUAL.
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