Customer Satisfaction Analysis of International Economy Hotel Service Quality Study of Super 8 Hotel in Thailand

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Project Title: Customer Satisfaction Analysis of International Economy Hotel Service Quality Study of Super 8 Hotel in Thailand
Author: Ms. Dicuan Tao
Advisor: Assoc. Prof. Wei Qifeng
Degree: Master of Business Administration
Major: International Master of Business Administration
Faculty: Graduate Schools
Academic year: 2017

Citation

Tao, Dicuan. (2017). Customer Satisfaction Analysis of International Economy Hotel Service Quality Study of Super 8 Hotel in Thailand. (Independent study, Master of Business Administration). Bangkok: Siam University.


Abstract

As a key tourist city in the world, Thailand has abundant tourism resources and convenient transportation. In recent years, with the booming and increasingly fierce competition, how to improve the service quality of budget hotels and how to improve customer satisfaction was the key.

This paper discusses the service quality and customer satisfaction analysis of Super 8 hotels by Chinese customers through empirical research. Ibis in Thailand’s satisfaction analysis, combined with local customs, find out the satisfaction of consumers’ demand, hope to enter The industry authorities and hotel managers of the Super 8 Hotel in Thailand provide decision-making reference.

This thesis analyzes the research status of economic hotels firstly, the relevant theories and contents of customer satisfaction, which lays a theoretical foundation for the follow-up study and build the establishment of the evaluation system. In summing up the basics on the trust by the users of the hotel customer satisfaction analysis method by the relevant scholars, literature review has been done on service quality and budget. Based on perceived service model, the service quality evaluation model has been established in the paper after considering the industrial characteristics of budget hotel, deep interview and questionnaire survey have been used to get the data. Reliability and validity analysis.

The results show that five factors of service quality of budget hotels, such as the tangibility, the commitment, the ability to meet their commitments, the promptness and consideration, have significant effects on the customer satisfaction. And among them, tangibility has the biggest influences on the service quality of budget hotels. Therefore, according to the research made above and real situation of Economic Hotels in Thailand, this paper attempts to provide some specific advice to the Super 8 Hotel to improve the products and services of its hotels and the satisfaction of customers. Satisfaction by focusing on the facilities of hotels, the quality of services, the location of hotels and relation marketing.

 

Keywords : International Economy Hotel,Service Quality,Satisfaction Analysis,Super 8 Hotel Thailand.


Customer Satisfaction Analysis of International Economy Hotel Service Quality Study of Super 8 Hotel in Thailand

International Master in Business Administration (IMBA), Siam University, Bangkok, Thailand

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