ISSN: 2324-8807

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Research Article, J Tourism Res Hospitality Vol: 2 Issue: 3

Hotel Customer Expectations of Service: A Provincial Analysis of Family Business in Chiangmai, Thailand

Phusit Wonglorsaichon2 and Rawida Wiriyakitjar1*
1School of Sport, Tourism, and the Outdoors, University of Central Lancashire, United Kingdom
2School of Business, University of the Thai Chamber of Commerce, Bangkok, Thailand
Corresponding author : Rawida Wiriyakitjar
School of Sport, Tourism, and the Outdoors, University of Central Lancashire, Preston, Lancashire,PR1 2HE,United Kingdom
Tel: +447-5430-22410
E-mail: [email protected]
Received: April 22, 2013 Accepted: June 10, 2013 Published: June 14, 2013
Citation: Wonglorsaichon P, Wiriyakitjar R (2013) Hotel Customer Expectations of Service: A Provincial Analysis of Family Business in Chiangmai, Thailand. J Tourism Res Hospitality 2:3. doi:10.4172/2324-8807.1000123

Abstract

Hotel Customer Expectations of Service: A Provincial Analysis of Family Business in Chiangmai, Thailand

It is essential for service providers in the hospitality industry to comprehend what customers of various market segments expect from a service firm in order to deliver high quality services. This study aims at measuring and comparing differences in the desired service quality expectations of hotel customers, as well as identifying the service dimensions that matter most to hotel guests. To achieve this, a modified SERVQUAL scale was employed as the research instrument.

Keywords: Service quality; Customer expectations; Hotel; Family business

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