International Journal of Management and Applied Science (IJMAS)
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Statistics report
Nov. 2018
Submitted Papers : 80
Accepted Papers : 10
Rejected Papers : 70
Acc. Perc : 12%
Issue Published : 54
Paper Published : 3316
No. of Authors : 6857
  Journal Paper




Paper Title :
A Measurement of Customer Satisfaction Towards Service Quality in a Small Sized Hotel: A Case of Silom Village Inn, Bangkok, Thailand

Author :Sunattha Krudthong

Article Citation :Sunattha Krudthong , (2017 ) " A Measurement of Customer Satisfaction Towards Service Quality in a Small Sized Hotel: A Case of Silom Village Inn, Bangkok, Thailand " , International Journal of Management and Applied Science (IJMAS) , pp. 110-113, Volume-3,Issue-5

Abstract : 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.

Type : Research paper

Indexed : Google Scholar


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