1. How to submit my research paper? What’s the process for publication of my paper?
The journal receives submitted manuscripts via email only. Please submit your research paper in .doc or .pdf format to the submission email: joams@ejournal.net.

2.Can I submit an abstract?
The journal publishes full research papers. So only full paper submission should be considered for possible publication...[Read More]

Service Quality Measurement: Expectation and Perception of North American Customers toward the Hotels in Bangkok

Winchai Chongfusuwan and Athapol Ruangkanjanases
Chulalongkorn Business School, Chulalongkorn University, Bangkok, Thailand
Abstract—This research focuses on measuring the gap between expectation and perception of North American customers toward the 3-4 stars hotels (rated by Thai Hotel Association) in Bangkok. The approach for measurement is adapting the SERVQUAL model to prepare the questionnaire for the North American customers to respond. The result shows that the Assurance dimension is the most concern dimension (highest gap) of the respondent. Then the recommendations are provided for the top 10 topics with highest gap for management to apply in order to improve the hotel service quality.

Index Terms—SERVQUAL, service quality, North American, service recovery

Cite: Winchai Chongfusuwan and Athapol Ruangkanjanases, "Service Quality Measurement: Expectation and Perception of North American Customers toward the Hotels in Bangkok," Journal of Advanced  Management Science, Vol. 1, No. 2, pp. 217-229, June 2013. doi: 10.12720/joams.1.2.217-229
Copyright © 2013-2022 Journal of Advanced Management Science, All Rights Reserved