Department   Ritsumeikan Asia Pacific University  College of International Management
   Position   Professor
Language English
Publication Date 2019/07/01
Type Research paper (Academic/Professional Journal)
Peer Review Peer reviewed
Title ‘Service Quality and Customer Satisfaction: A study of selected hostels in Bangkok, Thailand’.
Contribution Type Joint Work
Journal Journal of Hospitality and Tourism: Culture and Environment Conservation Society,
Journal TypeAnother Country
Volume, Issue, Page 17(1),pp.1-25
Total page number 25
Author and coauthor Tangnukulkij, K & Haidar, A
Details 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.