VIEWS: 8 PAGES: 5 POSTED ON: 7/16/2010
64 APPENDICES 65 CUSTOMER SURVEY ON SERVICES AT LUXURY HOTEL IN BANGKOK Welcome to Bangkok, the capital city of Thailand. I am currently conducting an Independent Study for the Master of Business Administration at the University of Thai Chamber of Commerce in Bangkok, Thailand. The topic for my IS is “Factors Affecting Customer Satisfactions on services at Luxury Hotels in Center of Bangkok Metropolitan Area. We would greatly appreciate you taking a few minutes of your time to complete a brief survey. All information will be benefit for hoteliers to improve service quality. I would like to express my sincere thank for your kind assistance and cooperation. PERSONAL DATA/GENERAL INFORMATION Less than 21 years old 21-30 years old 1. Age: 31-40 years old 41-50 years old Over 50 years old Male Female 2. Gender: 3. Nationality: Company employee A pensioner 4. Occupation: Student Others 5. What is the key purpose of your stay in Bangkok? Business Leisure Meeting/Conference Others 6. How was your reservation made? No advance reservation Telephone Travel Agency Website Other 66 Please read the following statement and place X in the box which most accurately reflects your staying in the hotel. 4 3 2 1 Loyalty related measure Very Likely Somewhat Somewhat Very Likely Unlikely Unlikely 7. Return to this hotel if are in the same area again 8. Recommend this hotel to a friend or colleague 9. Stay at this hotel again 5 4 3 2 1 Overall satisfaction Excellent Good Average Fair Less 10. The value of price paid 11. Your overall experience with your reservation process 12. Cleanliness & Maintenance of hotel 13. Knowledge of staff 5 4 3 2 1 Check-in Excellent Good Average Fair Less 14. Speed/efficiency of check-in 15. Staff friendliness at check-in 5 4 3 2 1 Guest Room Excellent Good Average Fair Less 16. Room Décor/furnishings 17. Comfort of bed 18. Cleanliness of room/bath 19. Maintenance of room/bath 67 5 4 3 2 1 Hotel Services Excellent Good Average Fair Less 20. Overall quality of services 21. Luggage assistance 22. Hotel safety/security 5 4 3 2 1 Food, Dining and Bar Excellent Good Average Fair Less 23. Restaurant food quality 24. Restaurant service speed/efficiency 25. Restaurant staff friendliness 26. Overall restaurant breakfast experience 27. Overall room service experience 5 4 3 2 1 Check-out Excellent Good Average Fair Less 28. Speed/efficiency of check-out process 1 2 Billing Process Yes No 29. Was your bill accurate? Please mark any problem you experienced during your stay: Did not have a problem Inadequate lighting Food and Beverage service Room Service Speed of check-in Air conditioner/heater Cleanliness of hotel (except (room temperature) room) Room readiness Bed (mattress, pillow, blanket, Condition (wear and tear) of Etc.) hotel 68 Luggage service Bath/shower water temperature Noise inside hotel Pressure Door lock key Cleanliness of bathroom Noise outside hotel Cleanliness of room Number of towels Speed of departure Room odor Plumbing Other problem Size of room Condition (wear and tear) Of room/bath Please tell us why you gave the hotel this overall experience score and in particular any memorable experience or exceptional associate you encountered during your stay. (Please be specific) Thank you for taking the time to share your opinion with us.
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