The Alignment of Five-Star Hotel Service Standard in the Service Quality Operations of Hospitel Business: Bangkok Hospital Khonkaen
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Abstract
This study investigates the gap analysis between five-star hotel service standard and service quality of the operations in Bangkok Hospital Khon Kaen. The two sample groups of total 363 participants were 238 customers and 125 staff selected by convenience sampling. The quantitative data was collected from the questionnaire and statistically analyzed with t-test, F-test (One-Way ANOVA), Multiple Correlation Analysis, Multiple-Regression Analysis, Paired Sample t-Test, and Importance-Performance Analysis (IPA). The results were confirmed as follows.
- Most of the customers and staff very highly rated the importance of the entire five-star hotel service standard in all features performed by Bangkok Hospital Khon Kaen. Most customers and staff scored the safety and security assurance feature as the most important factor.
- Most customers highly rated the overall service quality performance of Bangkok Hospital Khon Kaen in all features. Again, the safety and security assurance feature was considered the highest performance item. Conversely, the staff very highly perceived the overall service quality performance where the food and beverage responsiveness feature was rated the highest performance item.
- Based on the Paired Sample t-test between the five-star hotel service standard and the service quality performance of the hospital, all the paired service quality importance-performance items were found to be statistically significant at the level of .05. Once again, both customers and staff strongly agreed that the pair of the safety and security assurance feature was mostly important and highly expected to the five-star hotel service standard in all of the paired samples; at the same time the customer and staff all agreed that the hospital has provided the very high quality service as well as meeting the needs of the customers. However, the hospital does not possess extremely high performance beyond the customers’ expectations.
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