Service Quality that Affects Intention Using a Hotel in Bangkok

Abstract

The objectives of this research were: 1) to study the level of opinions towards the service quality of hotels in Bangkok, 2) to study the level of service intent of hotel guests in Bangkok, 3) to study the personal factors of different tourists affecting the quality of service; and 4) to study the guest's service intention affecting the service quality of hotels in Bangkok. This research is quantitative research. Population is people who use the service in the hotel and who used to use the hotel service in Bangkok and are aged 20 years and over and have used the service at least 1 time. The exact population is unknown. Cochran's formula reference sample was calculated for 400 subjects by random random sampling. The questionnaire was used as a tool for collecting data. Statistics used in the analysis were frequency and percentage, mean and standard deviation. and correlation coefficient. Major findings: 1) Overall quality of hotel service in Bangkok at a high level in all aspects, the first being on giving confidence to customers followed by caring and tangible aspects of service, reliability, 2) most of the overall opinions were at the high level. will recommend a friend and family to use this hotel first Followed by an introduction about the services here, given to people you know will choose to use the service here despite a slight increase in room rates as for the item that the opinion is in the middle level is Willing to notify relevant people immediately when there is dissatisfaction with the service in order to provide information for the hotel to improve the service accordingly, 3) personal factors of tourists with different levels of education, occupation and income. affecting the service quality of hotels in Bangkok is no different but the personal factors of the tourists who have sex and different ages affect the service quality of hotels in Bangkok; and 4) the guest's service intention was related to the service quality of hotels in Bangkok.