Analysis of Service Quality through Two Dimensions in Hotels and Resorts
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Abstract
Scholars and hotel practitioners are likely to understand that the assessment of service quality of accommodation business is made through one dimension which is customers’ personal opinions. In fact, if further analyzes, it can be done through 2 dimensions which are personal opinions and fact-based opinions. This academic article, therefore, will discuss about the fact of service quality assessment through 2 dimensions in hotel and resort sectors so that scholars and hotel practitioners will have more in-depth understanding about service quality. They may apply this knowledge to reflect the real service quality in hotels and resorts thoroughly. With the 2 dimensions, they will help hotel managers to receive more information and feedback from customers than one approach, like having 2 mirrors. The information from two sources will enhance hotel competitiveness to be able to develop or improve the service quality that can meet customer expectations and create customer satisfactions.
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
ลิขสิทธิ์ของบทความ
ผลงานที่ได้รับการตีพิมพ์ถือเป็นลิขสิทธิ์ของมหาวิทยาลัยหอการค้าไทย ห้ามมิให้นำเนื้อหา ทัศนะ หรือข้อคิดเห็นใด ๆ ของผลงานไปทำซ้ำ ดัดแปลง หรือเผยแพร่ ไม่ว่าทั้งหมดหรือบางส่วนโดยไม่ได้รับอนุญาตเป็นลายลักษณ์อักษรจากมหาวิทยาลัยหอการค้าไทยก่อน
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