EVALUATION OF SERVICE QUALITY OF A UNIVERSITY DORMITORY FOR CHINESE STUDENT IN THAILAND USING IPA TOOL
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Abstract
This research takes 224 Chinese students studying abroad in A University in Thailand as the research object and uses the PZB service quality as the basic theory to conduct research with the objective of analyzing the current situation in terms of the importance and satisfaction of Chinese students in A University with regard to dormitory management. The Importance-Performance Analysis (IPA) to examine the A University dormitory service quality indicates the need to improve several projects, which will provide reference suggestions for the Logistics Department of A University.
According to the analysis results, it is found that five projects are urgently needed to improve A University: providing convenient service times, modern and new equipment in the dormitory, adequate wi-fi networks in the dormitory and the public areas of the dormitory, consistent network speed, a quiet and calm environment inside and outside the dormitory, and quick solutions in response to the complaints and grievances of the students. A University should regard the five items above as the top improvement priorities to increase students’ satisfaction with their accommodation.
Article Details
Chinese Journal of Social Science and Management Editorial Division
The Office of Research and Development, Panyapiwat Institute of Management
85/1 Moo 2, Chaengwattana Rd., Bang Talat, Pakkred, Nonthaburi 11120, Thailand
Tel. 02 855 01048 E-mail: cjssm@pim.ac.th
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