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Sustainable Service Quality to Meet with Customer Expectation

Author

Listed:
  • Benjawan Yotrawat

    (Suan Sunandha Rajabhat University)

  • Assistant Professor Dr. Somdech Rungsrisawat

    (Suan Sunandha Rajabhat University)

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.

Suggested Citation

  • Benjawan Yotrawat & Assistant Professor Dr. Somdech Rungsrisawat, 2018. "Sustainable Service Quality to Meet with Customer Expectation," Proceedings of International Academic Conferences 8810433, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:8810433
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    File URL: https://iises.net/proceedings/international-interdisciplinary-conference/table-of-content/detail?cid=88&iid=028&rid=10433
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    More about this item

    Keywords

    Service Quality; Customer Expectation; International Tourists;
    All these keywords.

    JEL classification:

    • Y80 - Miscellaneous Categories - - Related Disciplines - - - Related Disciplines

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