Proceedings of the 4th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2023)

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Perceived Service Quality and Purchase Intention of Budget Hotels: A Comparative Study Between Thais and Indonesians

Authors
Kannapat Kankaew1, *, Dewi Aretha1, Sudarat Kanchanaphimai1, Duangkamon Grodprakhon1, Kevin Anindya W1
1Burapha University International College, Chon Buri, Thailand
*Corresponding author. Email: kannapat.ka@go.buu.ac.th
Corresponding Author
Kannapat Kankaew
Available Online 4 December 2023.
DOI
10.2991/978-94-6463-296-5_39How to use a DOI?
Keywords
Service Quality; Budget Hotel; Customer Satisfaction; Purchase Intention; Bangkok
Abstract

Customers’ satisfaction and return intention have long been recognized as necessary in the hospitality industry. It is, undoubtedly, the service quality that attracts, pulls, or churns the customer. Thence, the hotel primarily stressed the overall aspect of their services. This study aims to assess the customers’ perception of the service quality of budget hotels in Bangkok. The online questionnaires were distributed on social media to those who experienced their stay in budget hotels. There were 440 samples returned from 220 Thai customers and 220 Indonesian customers. It found that three primary factors positively satisfy the customers: resource quality, infrastructure as tangibility, empathy, and responsiveness services. The t-test found no difference between Thai and Indonesian guests regarding satisfaction and purchase intention. On that account, the hotels should maintain their facilities neat. Concurrently, the frontline employees who interact with the customers should retain their high service performance. Addedly, the hotels could deliberately blend the service marketing mix in strategic planning.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 4th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
4 December 2023
ISBN
10.2991/978-94-6463-296-5_39
ISSN
2352-5428
DOI
10.2991/978-94-6463-296-5_39How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Kannapat Kankaew
AU  - Dewi Aretha
AU  - Sudarat Kanchanaphimai
AU  - Duangkamon Grodprakhon
AU  - Kevin Anindya W
PY  - 2023
DA  - 2023/12/04
TI  - Perceived Service Quality and Purchase Intention of Budget Hotels: A Comparative Study Between Thais and Indonesians
BT  - Proceedings of the 4th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2023)
PB  - Atlantis Press
SP  - 284
EP  - 288
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-296-5_39
DO  - 10.2991/978-94-6463-296-5_39
ID  - Kankaew2023
ER  -