The Relationship between Service Quality and Satisfaction With Services of Tourism Business

Abstract

This research focused on survey research was under taken and the objective were to study the relationship between service quality and satisfaction with services of tourism business. The objectives to study the personal factors and services quality, satisfaction of tourism services and relationship between service quality and tourist satisfaction with tourism service. The population was foreign tourists who used tourism services in Bangkok. The sample group was 4 0 0 foreign tourists who used tourism services in Bangkok. The research instrument used was self- reported questionnaires with 5 - point rating scale. Statistics used in analyzing the data are percentage, means, standard deviation, and Pearson correlation coefficients. The findings show that: 1 ) For the satisfaction with the tourism services, most of the respondents rated the services at a high level. When analyzing each aspect, it is found that the satisfaction with public relations got the highest means and the satisfaction with services inside tourist places got the lowest means. 2 ) For the service quality of tourism services, the respondents rated their opinions at a high level. When analyzing each aspect, it is found that the highest means are for service systems and the lowest means are on facilities. 3) For the analysis of the relationship between service quality and tourist satisfaction with tourism services, it is found that there are relationships in all aspects.