A Measurement of Customer Satisfaction Towards Service Quality in a Small Sized Hotel: A Case of Silom Village Inn, Bangkok, Thailand
The purpose of this research is to investigate the customer satisfaction level towards the case study hotel of Silom
Village Inn’s service quality in Bangkok. The research provides insights through a review of 5 service quality dimensions,
creating customer satisfaction, performed by the hotel (Tangibles, Reliability, Responsiveness, Assurance and Empathy and
judged by the guests. A group of 120 hotel guests was selected for a questionnaire survey to measure what customers expect
and perceive in hotel’s service qualities. The research finds that overall satisfaction level is acceptably high and Assurance
was considered the most important dimension by the hotel’s customers.
Index Terms- Customer satisfaction, Hotel, Service, Service Quality, SERVQUAL.