ハイダー アリ
  HAIDAR Ali
   所属   立命館アジア太平洋大学  国際経営学部
   職種   教授
言語種別 英語
発行・発表の年月 2019/07/01
形態種別 論文(学術誌・プロフェショナル誌)
査読 査読あり
標題 ‘Service Quality and Customer Satisfaction: A study of selected hostels in Bangkok, Thailand’.
執筆形態 共著
掲載誌名 Journal of Hospitality and Tourism: Culture and Environment Conservation Society,
掲載区分国外
巻・号・頁 17(1),pp.1-25
総ページ数 25
著者・共著者 Tangnukulkij, K & Haidar, A
概要 This research used the SERVPERF model as its conceptual framework to
examine the contribution of service quality to customer satisfaction in hostels
in Bangkok, Thailand. Adopting a qualitative approach and comparing
customer comments on hostels from the Booking.com website and semistructured
interviews with hostel owners, the study found that service quality
related to staff and facilities significantly influences customer satisfaction with
the hostel business in Bangkok. Moreover, the study also found that location,
which is not one of the dimensions of the SERVPERF model, is another factor
that influences customer satisfaction with hostels.