CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

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CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER�S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Copyright 2010 by Srinakharinwirot University
CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER�S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010
Page 1: CUSTOMER SATISFACTION TOWARDS SERVI
Page 5 and 6: ��
Page 7 and 8: The master�s project advisor, cha
Page 9 and 10: TABLE OF CONTENTS Chapter Page 1 IN
Page 11 and 12: TABLE OF CONTENTS (Continued) Chapt
Page 13 and 14: LIST OF FIGURE Figure Page 1 Expect
Page 15 and 16: In addition, Watt (2007) stated tha
Page 17 and 18: Objectives of the Study The objecti
Page 19 and 20: CHAPTER 2 LITERATURE REVIEW This ch
Page 21 and 22: 4. Front cashiers record guests�
Page 23 and 24: hotel. As Harrington, and Akehurst,
Page 25 and 26: tangibility, reliability, responsiv
Page 27 and 28: guests. Example 1: The guests expec
Page 29 and 30: performance (or outcome) in relatio
Page 31 and 32: Disconfirmation theory was declared
Page 33 and 34: measure service quality of Croation
Page 35 and 36: CHAPTER 3 RESEARCH METHODOLOGY In t
Page 37 and 38: ambiguous. The management also sugg
Page 39 and 40: Table 1 Personal data of Respondent
Page 41 and 42: Table 2 shows that overall satisfac
Page 43 and 44: promised and resolved problems prom
Page 45 and 46: Table 5 Customer satisfactions conc
Page 47 and 48: housekeeping notifies them of any d
Page 49 and 50: Table 8 demonstrates the gap betwee
Page 51 and 52: other hand, only 5% of respondents
Page 53 and 54:
perception was higher than expectat
Page 55 and 56:
REFERENCES
Page 57 and 58:
Dabholkar, P.A., Thorpe, D.I. & Ren
Page 59 and 60:
Morrison, Alastair M. (1989). Hospi
Page 61 and 62:
APPENDICES
Page 63 and 64:
Questionnaire This questionnaire is
Page 65 and 66:
Dimensions Level of Expectation Lev
Page 67:
APPENDIX B PERMISSION LETTER 54
Page 70:
Name: Alin Sriyam Date of Birth: 11
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