SATISFACTION OF SERVICE QUALITY OF SMALL HOTELS.

Abstract

Small hotels in Thailand are so significant to the success of the Thai tourism. Small hotels offered good quality services with low prices to many middle income and low international tourists who often travel in Thailand for a long period of time. The measurement of satisfaction is important feedback for small hotels to find the ways to enhance its service quality to match with the international tourists’ expectation. The objectives of this study were to survey the level of satisfaction of service quality of small hotels in the Bangkok, Thailand as well as to offer the suggestions from the international tourists to improve the service quality that expected by the international tourists. A total of 200 international tourists, 100 male international tourists and 100 female international tourists in the sample group, from many different countries who were staying at the small hotels in many districts around Bangkok vicinity was randomly selected for an interview survey. The English questionnaire was designed to elicit some important insight information. The finding of the study revealed that the majority of international tourists reported a high level of satisfaction with overall service quality. There were no differences between male and female sample in terms of level satisfaction. There were five items in the ranking list of high level of satisfaction such as food & drink services, information services, housekeeping services, front office services, and spa & massage services. There some suggestions from the international tourists. First, there should be a stable WIFI connection. Second, there should be an assistance to the airport or other destinations. Third, there should be a reliable money exchange counter. Finally, there should be basic medical aids.