Service Quality Expectations of the 5-Star Hotel Front Office Department, Case Study: the InterContinental Hotel Bangkok.

Abstract

The research purposes were to study and to compare the service quality expectations of the 5-star hotel front office department, case study: the InterContinental Hotel Bangkok; classified by the personal factors. The target population was the Thai and foreign tourists staying in the InterContinental Hotel Bangkok; the sample group was the 375 tourists, determined by the formula of Taro Yamane. The research instrument was the 5-level estimate rating scale questionnaire. The data analysis statistics were the percentage, mean, standard deviation, t-test (Independent samples) and F-test (one-way ANOVA). 

            The research findings were:

1. 1. The service quality expectations of the 5-star hotel front office department of the InterContinental Hotel Bangkok found the overall was at high level; the descending mean were the service reliability aspect, the aspect of meeting the needs of service recipients, the service reliability aspect, and the service concreteness aspect, respectively.       
2. 2. The Thai and foreign tourists of the InterContinental Hotel Bangkok, with different of gender, education levels, and occupations found the service quality expectations of the 5-star hotel front office department did not different