Factors positively affecting customer service quality of the boutique hotels in Bangkok

Abstract

The researcher studied the positive influence of top five attributes, environment & facilities services, convenience services, services quality, hotel design & facilities, hotel branding & management, hotel personnel, hotel environment & atmosphere toward customer service quality of the boutique hotels in Bangkok. The 250 usable survey questionnaires were received from the tourists who were traveling in Bangkok and staying the Mix Bangkok boutique hotel chains, whose branches located near BTS PhraKhnong, OnNut, PhromPhong, Silom, and Victory Monument stations during June, 2016. The data was analyzed using Multiple Regression Analysis found that only hotel environment & atmosphere (β = 0.249) positively affects customer service quality of the boutique hotels at .01 level of significant, explaining 10.2% of the influence towards customer service quality. However, top five attributes, environment & facilities services, convenience services, services quality, hotel design & facilities, hotel branding & management, and hotel personnel were not found to be significant influence towards customer service quality of the boutique hotels in Bangkok.