KMITL

Permanent URI for this communityhttps://dspace.kmitl.ac.th/handle/123456789/1

Browse

Settings

Author: search.filters.author.Tamwatin, Utid

Search Results

Now showing 1 - 2 of 2
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    Ensuring customer satisfaction through service quality and image management in the hospitality industry: A conceptual perspective
    (2015-01-01)
    Tamwatin, Utid
    ;
    Trimetsoontorn, Jirasek
    ;
    Fongsuwan, Wanno
    Service quality and customer satisfaction have been studied a great deal within services marketing literature. Many measurement models of service quality have been presented mostly revolving around the SERVQUAL and Gronroos' (1984) technical and functional quality model. These models mostly discussed the functional attributes ignoring significance of service quality's technical attributes and image in developing customers' perceptions and satisfaction. Therefore, this paper presents a conceptual framework that is based on Gronroos' (1984) technical and functional model, where technical quality is assessed by Wu and Ko's (2013) dimensions and functional quality is assessed by the lodging quality index (LQI). The proposed framework focuses on the interrelationships between functional quality, technical quality, image, perceived service quality and customer satisfaction. Cue-utilisation theory is used as the theoretical base for this model. Suggestions for managers and researchers are also given on implementing the core concepts from the model.
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    The effect of tangible and intangible service quality on customer satisfaction and customer loyalty: A SEM approach towards a five-star hotel in Thailand
    (2015-01-01)
    Tamwatin, Utid
    ;
    Trimetsoontorn, Jirasek
    ;
    Fongsuwan, Wanno
    Achieving success in the hospitality industry has been linked to customer loyalty and satisfaction through higher quality of services provided to the customers. However, support for the effect of tangible and intangible service quality on customer satisfaction and loyalty in Thai hotels is scant. Therefore, the aim of this paper is to investigate the effect of tangible and intangible service quality on customer satisfaction and customer loyalty in Siam Kempinski Hotel in Bangkok, Thailand. A self-selection sampling technique was used to select the sample by sending the questionnaires to the guests who stayed at the hotel, out of which 425 guests returned the completed questionnaires. Structural equation modelling (SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and the findings confirm that tangibles and intangible services influence customer satisfaction significantly and all of these jointly influence customer loyalty.