Competency of Hotel Employees Supporting the Development of Excellent Service Quality in Pattaya, Chonburi Province

Authors

  • Jindapa Leeniwa Chiang Rai Rajabhat University

Keywords:

competency, hotel employees, excellence service quality

Abstract

The purpose of this research was 1) To study the competency of hotel employees that support the development in providing excellent service of a hotel and 2) To study the level of competency of hotel employees that support the development of excellent service of a hotel in Pattaya, Chonburi Province. The hypotheses of this research includes 1) Hotel employees in Pattaya, Chonburi Province of different genders, ages, education levels, monthly incomes, periods of employment, and job positions have different competencies and 2) Competency levels of hotel employees (influences / affects / can predict) the excellence of their service quality. The population includes 82 people. Results found that the competency levels of employees have an overall average that is of a high level.

References

Chayrung, S. (2014). Job Competency for Hotel Employees in Muang district, Songkhla Province. Thesis in M.B.A. Songkhla Rajabhat University.
Chaoprasert, C. (2003). Marketing Service. Bangkok: SE-EDUCATION.
Chatrattanapong, S. & Singha, E. (2016). Customer Satisfaction with Service Quality of Poi Sian Apartment. Business Administration Journal Chiang Mai University, 2(3), 118-137.
Chooset, N., Jankingthong, W., Jankingthong, K., & Choochuay, P. (2018). Service Quality Element of Hotels in Hat Yai District, Songkhla Province Influenced Satisfaction of Tourists, The 9th Hatyai National and International Conference pp.1567-1585.
Gibson, J. L., Ivancevich, J.M. & Donnelly, J.H. (1973). Organizational: Structure, process, behavior. Texas: Business Publications, Inc.
Iamla-Ophakdi, P. (2006). Marketing Management. Bangkok: Thana Press Co., Ltd.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th global edition). Edinburgh: Pearson Education.
McClelland, D., C. (1973) Testing for competence rater than for “Intelligence”. American Psychologist, 28(1), 1-14.
Office of the council of State (2551). Hotel Act B.E. 2004 Retrieve form http://web.krisdika.go.th/data/law/law2/%C349/%C349-20-2547-a0001.pdf
Orawongsuphat, C. (2011). Service quality: academic perspective. Retrieved from http://www.tpa.or.th/writer/read_this_book_topic.php?pageid=4&bookID=1285
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Problem and Strategic in Services Marketing. Journal of Marketing, 49(2), 33-46.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions. New York: The Free Press.
Puvitayaphan, A. (2018). HR Functional Competency Development Program. Bangkok: HR Center.
Steadman, C. E. & Kasavana, M. L. (1988). Managing Front office Operations (2nd Ed). Michigan.
Tourism Department (2019). Summary of the camp situation Number of visitors and income from visitors. Retrieve from www.tourism.go.th, Ministry of Tourism and Sport, Bangkok.
Wisher, J. D. & Corney, W. J. (2001). Comparing practices for capturing bank customer feedback-Internet versus traditional banking. Benchmarking: An International Journal 8(3), 240-250.
Zhuoheng, L., Nontasak, N., & Markwardt, R. (2018). Competencies needed for career growth of the young chinese to work for transnational companies investing in Chonburi province, Thailand, HRD journal, 9(2), 74-83.

Downloads

Published

2020-08-23

How to Cite

Leeniwa, J. (2020). Competency of Hotel Employees Supporting the Development of Excellent Service Quality in Pattaya, Chonburi Province. HRD Journal, 11(1), 105–117. Retrieved from https://so01.tci-thaijo.org/index.php/HRDJ/article/view/243229