The effect of customer expectation and customer satisfaction on revisiting at Pullman Bangkok Grande Sukhumvit Hotel

Abstract

The purpose of this research is (1) To Determine how customer expectations and customer satisfaction (experience) toward the revisiting. (2) To determine how discrepancy gap between customer satisfaction towards revisiting to the hotel. (3) To the suggestions to improve the guest revisiting by the office staffs in the hotel, if they do not meet the standard. The total samples of 50 guest who stay in Pullman Bangkok Grande Sukhumvit are collected in, quantitative method is applied by using survey questionnaire. The researcher constructed a questionnaire with 5 questions on profile of the respondents and for the expectation and satisfaction on revisiting at Pullman Bangkok Grande Sukhumvit. From the study, it is found that the customer expectation and customer satisfaction contribute to guest revisiting. On the other hand, the hotel staff of the hotel perceived experience as the most important factor that can contribute to guest revisiting. Finally, there is significantly effects between the customer expectation and customer satisfaction on guest revisiting.