Expectation and Perception of Thai Tourists Service Quality of Resorts in Ko Lan Island, Chon Buri Province

Abstract

          This study aims to 1) evaluate expectation level of Thai tourists service quality of resorts 2) evaluate perception level of Thai tourists service quality of resorts and 3) compare expectation and perception level of Thai tourists service quality of resorts in Ko Lan Island, Chon Buri Province. Sample group consists of Thai tourists who stay in resorts in Ko Lan island, Chon Buri Province. Judgment sampling technique is applied to select 384 samples. Questionnaires are used for data collection. Statistical tools for data analysis are Frequency Distributions, Percentage, Mean, and Standard Deviation. T-test is used for comparing mean of the two groups. Results of the study shows that expectation on quality of the service has high level of mean in general (mean = 4.03) in which concreteness of the service has shown high level of expectation (mean = 4.08) Perception in quality of service has high level of expectation in general (mean = 3.52) in which concreteness of the service has high level of expectation (mean = 3.56) Comparison of expectation and perception of service quality in general shows difference at statistically significant level of 0.05.