CAMPUS HOTEL MANAGEMENT AND SERVICE IMPROVEMENT

Abstract

Campus hotel management and service improvement is vital for the success of campus services and it is necessary and required for campus hotel management level in order to be very competitive and be able to provide standard of services to customers. In fact, five dimension of measuring service quality have become a significant part of service improvement. The service quality model in this paper benefits from five dimensions of service quality which are tangibles, reliability, responsiveness, assurance, and empathy. The objectives of this research were to survey of hotels staff and managers about what kinds of services that needed to be improved to gain more satisfaction from customers. The population of this study included all staff and managers who were providing the services in various hotels, Bangkok, Thailand. In order to prevent the gender effect, the sample size included 100 staff which were fifty male staff and fifty female staff. Data collection was conducted by using a five Likert questionnaire which was designed and developed to measure the five antecedents of services. A survey quantitative research was utilized which aimed to search for which proper antecedents of services that needed to be improved. The findings of this research revealed that overall the majority of campus staff agreed that these five antecedents of services would affected customers’ level of satisfaction with a mean of 4.54 and standard deviation of 0.7529. However, there were three antecedents of services that needed to be improved which were responsiveness or prompt services. It is a fact that all antecedents of services are important for customers but some are more important than other. The finds found that reliability and responsiveness are more important to price sensitive customers than that of assurance, empathy, and tangibles.