Guidelines for Service Quality Development of Small Accommodation’s Don Mueang Airport, Bangkok
แนวทางการพัฒนาการจัดการคุณภาพการบริการที่พักขนาดเล็กในท่าอากาศยานดอนเมือง กรุงเทพมหานคร
by Chanoksuda Chanakul; ชนกสุดา ชนะกุล; Therdchai Choibamroong; เทิดชาย ช่วยบำรุง; National Institute of Development Administration. The Graduate School of Tourism Management
Title: | Guidelines for Service Quality Development of Small Accommodation’s Don Mueang Airport, Bangkok แนวทางการพัฒนาการจัดการคุณภาพการบริการที่พักขนาดเล็กในท่าอากาศยานดอนเมือง กรุงเทพมหานคร |
Contributor(s): | National Institute of Development Administration. The Graduate School of Tourism Management |
Advisor: | Therdchai Choibamroong
เทิดชาย ช่วยบำรุง |
Issued date: | 7/1/2022 |
Publisher: | National Institute of Development Administration |
Abstract: |
This research aims 1) to study Thai tourists’ behavior that influences their decision to choose small accommodation services at Don Mueang International Airport, 2) to study the factors affecting their decision to revisit small accommodation services at Don Mueang International Airport, 3) to evaluate small accommodation services at Don Mueang International Airport on the quality of service management, and 4) to propose a guideline for developing the quality of service management. It is a quantitative research using a questionnaire as a data collection tool of which the sampling group is 400 Thai tourists who travel from and to other countries and have used the small accommodation service at Don Mueang International Airport. Statistical tools used for data analysis are the following statistical package for social sciences: 1) descriptive analysis including mean, frequency, percentage, and standard deviation and 2) benchmarking of the tourists’ behavior selecting small accommodation services at Don Mueang International Airport with the use of inferential statistics including (1) the use of One Way ANOVA (2) the use of Pearson's Correlation Coefficient, and (3) the use of regression analysis.
According to the study’s result of the tourists’ behaviors regarding service usage, The level of tourists’ behavior before using small accommodation in airport shows the main Thai tourist groups expect to receive a prompt service. A great number of tourists think of the accommodation image which is surrounding and soundproofing. For the channel of the source of information, the tourists are received from accommodation website. Moreover, the high level of tourists reserves the room via a booking agent, such as Agoda, Traveloka, Expedia, Booking.com. For the level of behavior during the use of service in small accommodation in airport, it is found that the most importance is arrival information (e.g., direction signs with various languages and signs located in noticeable areas). Check-in and check-out with staff are more favorable by the most tourists. For room condition, they also favor peaceful and soundproof room that prevent the disturbance from outside. Housekeeping service must take a special care of safety and hygiene of the room and surrounding area. In addition, cleanliness and freshness must be significantly included in food and beverage. The main factors affecting their decision to revisit the accommodation are; transit duration, travelling purposes, and location. The accommodations’ service quality is overall evaluated to be at a high level. According to the mentioned study’s result, they can be modified using the following guidelines for developing the service quality of small accommodation services at Don Mueang International Airport: 1) development of the potential and service quality, 2) improvement of the physical environment, 3) development of technology and innovation, 4) promoting digital marketing, 5) improvement of activities to provide better experiences for the tourists, 6) development of the interpretation influencing the tourists’ learning experience, and 7) improvement of preventive measures to ensure the accommodations’ cleanliness, safety, and hygiene along with preventing COVID-19. |
Description: |
Master of Management (Integrated Tourism and Hospitality Management) (M.M.(Integrated Tourism and Hospitality Management)) |
Keyword(s): | นักท่องเที่ยวชาวไทย ที่พักขนาดเล็กในท่าอากาศยาน คุณภาพการบริการ ปัจจัยกลับมาใช้บริการซ้ำ
Thai tourist Small accommodation in airport Service quality Determinants of repeated service |
Type: | Thesis วิทยานิพนธ์ |
Language: | th |
Rights: | National Institute of Development Administration |
URI: | https://repository.nida.ac.th/handle/662723737/5585 |
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