You Are Kindly Asked To Entrust To Us Your Expectations And Your Perceptions For Each Of Quality Components Listed Below

Higher

Totally

disagree

Totally

agree

EXPECTATIONS

STATEMENTS

PERCEPTIONS

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4

5

1. Hotel has a good location (city center,

near airport, nice view,…)

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5

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4

5

2.Comfortable bedroom with nice furniture

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5

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3

4

5

3. Bathroom is comfortable and equipped

with many equipment

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5

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5

4. Equipment in the guest room is always available

in good condition

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5

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3

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5

5. Essential items are fully provided (towel,

toilet paper, shampoo..)

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5

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3

4

5

6. Hotel offers free tea, coffee and fruit in

the guestroom

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5

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3

4

5

7. Diverse supporting extra services in

the guest room (laundry service, room service, …)

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5

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3

4

5

8. Hotel services are done right in the first place

time

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5

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5

9. Staff informed clearly and in detail

about the hotel services

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5

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5

10. Service is provided at the right time

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5

Higher

Totally

disagree

Totally

agree

EXPECTATIONS

STATEMENTS

PERCEPTIONS

that staff promises to do

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3

4

5

11. Hotel offers room types and services as

reservation contract

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5

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3

4

5

12. Staff has good foreign language

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5

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5

13. Staff is friendly in communication

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5

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3

4

5

14. Staff is always willing to serve you

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4

5

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3

4

5

15.Staff is neat appearing and professional

style

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4

5

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3

4

5

16. Staff serves you quickly and on time

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3

4

5

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3

4

5

17. Staff' s ability in dealing with

situations is good

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3

4

5

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2

3

4

5

18. Hotel atmosphere makes you feel safe

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3

4

5

1

2

3

4

5

19. Hotel offers cleaning service daily to

keep the guestroom clean and tidy

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3

4

5

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3

4

5

20. Public areas are always clean and tidy

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3

4

5

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3

4

5

21. Security in hotel is good

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4

5

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3

4

5

22. Staff has sufficient knowledge to

answer your questions

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3

4

5

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2

3

4

5

23. Staff always serves you politely

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3

4

5

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3

4

5

24. Staff always gives you individual

attention

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4

5

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3

4

5

25. When assigning room, hotel is always

interested in your needs

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2

3

4

5

1

2

3

4

5

26. When you have a problem, the hotel

expressed sincere interest in solving problems

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3

4

5

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2

3

4

5

27. The operating hours of services are

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4

5

Higher

Totally

disagree

Totally

agree

EXPECTATIONS

STATEMENTS

PERCEPTIONS

convenient to your need.

 American

 Australian

 Thailand

 Japanese

 Others (please specify):

..................................

Completely

disagree

Complete

totally agree

FACTORS

LEVEL OF AGREEMENT

1. The hotel has a beautiful, convenient location (city center)

city, near airport, nice view)

1

2

3

4

5

2. Comfortable bedroom with beautiful furniture

1

2

3

4

5

3. The bathroom is comfortable and well equipped.

suspect

1

2

3

4

5

4. The equipment in the guest room always works well.

1

2

3

4

5

5. Full supplies (towels, tissues, shampoo, etc.)

1

2

3

4

5

6. The hotel provides free tea, coffee and fruit.

in the guest room

1

2

3

4

5

Totally disagree

idea

Completely

Agree

FACTORS

LEVEL OF AGREEMENT

7. Various and reasonable additional services in the room (laundry)

that is, eating in the room, alarm clock, etc.)

1

2

3

4

5

8. Hotel services are performed correctly from the beginning.

first time

1

2

3

4

5

9. Staff clearly and detailedly inform about services

hotel service

1

2

3

4

5

10. Services are provided on time.

The staff promised to do so.

1

2

3

4

5

11. The hotel provides room types and services according to

correct room booking contract

1

2

3

4

5

12. Good foreign language skills of employees

1

2

3

4

5

13. Friendly communication staff

1

2

3

4

5

14. Staff are always ready to serve customers

1

2

3

4

5

15. Staff have polite appearance with style

professional

1

2

3

4

5

16. Customers are served quickly and on time.

space

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2

3

4

5

17 Good employee problem solving skills

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2

3

4

5

18. The hotel atmosphere makes customers feel safe.

whole

1

2

3

4

5

19. The hotel provides daily housekeeping service.

to keep the guest room clean and tidy

1

2

3

4

5

20. Public areas are kept clean and tidy.

neat

1

2

3

4

5

Totally disagree

idea

Completely

Agree

FACTORS

LEVEL OF AGREEMENT

21. The hotel's security system is good.

1

2

3

4

5

22. Staff are knowledgeable enough to answer questions

of the customer

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2

3

4

5

23. Customers are always served politely by the hotel.

the

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4

5

24. The hotel always cares about the guests

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5

25. When booking rooms, hotels pay attention to the preferences of guests.

customer's preference

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3

4

5

26. When guests have problems, the hotel shows concern.

Sincere in problem solving

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2

3

4

5

27. The operating hours of the services are in accordance with

customer needs

1

2

3

4

5