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64 APPENDICES

VIEWS: 8 PAGES: 5

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									             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
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  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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