國際觀光客之服務滿意度-- 以泰國高賞路地區餐廳為例

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题名:	國際觀光客之服務滿意度-- 以泰國高賞路地區餐廳為例 International customers’ satisfaction on service quality of restaurants in Khao San Rd. area in Bangkok, Thailand.
作者:	許美云 Kositchiranant, Notthaporn
贡献者:	觀光事業學系
关键词:	Service quality Restaurant Service marketing Customer satisfaction customer loyalty Assurance
日期:	2013-06
上传时间:	2013-11-04 11:05:25 (UTC+8)
摘要:	The objective of this research was to discover about the quality and current problems of service. Nowadays, restaurants service industry has developed rapidly and makes a great contribution to service industry. Nevertheless, there are still various problems in the restaurants industry. Therefore, with the evaluation of whether the restaurants in Khao San Rd. area in Thailand are aware of the importance of the employees in service delivery and research on how these restaurants could be able to develop people to deliver excellent which ultimately reveal that service personnel is playing an extremely important role on excellent service delivery in this research. By this research the questions for interview would ask about how customer satisfaction in service quality of restaurant in Khao San Rd. area in Thailand in general will be answered. The thesis was carried out using qualitative method. The research was set to examine the satisfaction of customer with the service provided by restaurants in Khao San Rd. area in Thailand. Among many customers, only 8 international customers were chosen for an interview. The survey was held for about 2 weeks in order to get as many opinions as possible to get enough information and their perspective base on their real experiences from service quality provided in restaurants in Khao San Rd. area in Thailand. Contribution of the thesis: This paper reveals what are the most important dimensions of service quality for tourists and come up with a developed theory could be applicable to other restaurants and provide the guideline for other restaurants to improve the service quality delivery. The process of data analysis of this qualitative research seeks to understand the tourists’ perspective and to be able to answer the research questions. Total of 8 international tourists voluntarily participated in in-depth interviews. The main purpose of this study is to empirically investigate service quality in restaurants in Khao San Rd. area in Thailand. The main goals are to assess restaurants customers’ satisfaction and to identify which are the most important dimensions of service quality that will lead to the most satisfaction to the customer of the restaurants and lead to the next improvement and development of service quality to meet customer’s satisfaction. Suggestions for future research: This study will help the restaurants to improve its service quality for the customer satisfaction. The results achieved from the thesis indicate that the service qualities provided by restaurants in Khao San Rd. area in Thailand should focus on assurance dimension of service quality to make the customers are satisfied with it. The customers felt that the restaurants are always eager to help their customers at its best.
显示于类别:	[觀光事業學系暨研究所 ] 博碩士論文

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