CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

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CHAPTER 4 RESULTS AND DISCUSSION This chapter presents the results of this study consisting of the personal data of the respondents, level of customers� expectation and perception, and their suggestions concerning the service quality of front office staff at the Mercure Hotel in Pattaya. Personal data of Respondents This section presents the personal data of 60 customers who stayed at the hotel between September 1 and 15, 2009. The profile covers the gender, age, nationality, occupation, purpose of trip and duration of stay the hotel (see Table 1). The findings showed that there were more females customers (57%) than male (43%). The largest age group was between 25 and 35 years of age (26%). The majority (44%) of the respondents were Asians and 54% were employees. The main purpose of their visits included vacation (69%), business (20%), honeymoon (8%), and seminar/conference (3%). 36% of the respondents had stayed at the hotel on two occasions while only 3% had stayed there 4 times.
Table 1 Personal data of Respondents (60 persons) Sex: Age: Personal data Number of respondents Percentage Male 26 43% Female 34 57% Below 25 years old 10 17% 25-35 years old 26 43% 36-45 years old 7 12% 46-55 years old 14 23% Over 55 years old 3 5% Nationality: Asian 27 44% European 12 20% American 7 12% Scandinavian 10 17% Other 4 7% Occupation: Government officer 2 3% Employee 32 54% Owner / Private business 14 23% Student 12 20% Other 0 0% Purpose of trip: Vacation 41 69% Honeymoon 5 8% Seminar / Conference 2 3% Business 12 20% Other 0 0% Number of previous visits: 1 time 16 27% 2 times 22 36% 3 times 10 17% 4 times 2 3% More than 4 times 10 17% 26
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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: ambiguous. The management also sugg
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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