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THE FACTORS INFLUENCING CUSTOMER SATISFACTION WITH CHAIN BUDGET HOTELS IN BANGKOK BY EACH TRAVELER SEGMENT

International journal of information, business and management, 2017-02, Vol.9 (1), p.214

Copyright Educational Research Multimedia & Publications Feb 2017 ;ISSN: 2076-9202 ;EISSN: 2218-046X

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  • Title:
    THE FACTORS INFLUENCING CUSTOMER SATISFACTION WITH CHAIN BUDGET HOTELS IN BANGKOK BY EACH TRAVELER SEGMENT
  • Author: Cherdchamadol, Paphada ; Sriboonjit, Jittaporn
  • Subjects: Budgets ; Central business districts ; Customer satisfaction ; Customer services ; Hotels & motels ; Leisure ; Literature reviews ; Marketing ; Perceptions ; Quality of service ; Researchers ; Studies ; Travel
  • Is Part Of: International journal of information, business and management, 2017-02, Vol.9 (1), p.214
  • Description: This study developed and tested a model to predict customer satisfaction (SAT) with chain budget hotel in Bangkok,thailand. Our research is to find which factors that influence customers 'satisfaction ,how it influences and then by traveler segment. Besides,we would like to test new independent variable "eco-tangible" ; physical facilities that were environmentally appropriate and equipment that minimizes environmental degradation ,to customer satisfaction in chain budget hotel business section that is significant to SAT or not and how it influences. Data was collected from both customers who were staying at the time we collected and customers were recently experienced within 6 months. We did 200 online/offline questionnaires from 10 chain budget hotels in central business district in Bangkok only. We initially hypothesized 5 independent variables; hotel image, eco-tangible, physical quality, staff service quality and value for money had positive and direct effect on SAT. We used multiple regression to test the proposed SAT model. The result revealedd differently a bit. Two new constructs were found ; room quality and facility ,which were originally physical quality construct variable. Thus, final SAT model consists of 6 independent variables and all constructs have positive relationship and direct effect to customer satisfaction. The final model has a good explanatory power with R2 = 72.3%. As room quality construct has highest correlation coefficient at 0.819 while value for money has correlation coefficient at 0.092,meaning that customers pay attention in room quality such as room cleanness even it is budget hotel.
  • Publisher: Chung-Li: Educational Research Multimedia & Publications
  • Language: English
  • Identifier: ISSN: 2076-9202
    EISSN: 2218-046X
  • Source: Alma/SFX Local Collection
    ProQuest Central
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