Human Capital Development promoted the Service Quality of Tourism Industry at Phuket Province

Abstract

This article aims to study 1) Service expectation, human capital development and service quality of tourism industry in Phuket. 2) Analyze relationship of human capital development promoted service quality of tourism industry in Phuket, and 3) The human capital development guidelines for promotes service quality of tourism industry in Phuket. The data collected by questionnaires, testing with 225 tourists who accessed a hotel service in Phuket municipality, Phuket province. The research sampling was connivance sampling. The reliability value was 0.823 of the questionnaires. The statistical analyzed data were percentage, mean, standard deviation and the confirmation component analysis.

Results of the research showed that 1) the service expectation was at a highest level (  = 4.347, S.D. = 0.641), the human capital development was at a highest level (  = 4.658, S.D. = 0.781) and the service quality of tourism industry in Phuket was at a high level (  = 3.568, S.D. = 0.648). 2) The consistency index; Chi-square = 104.31, /df =1.511, p-value = 0.083, GFI = 0.987, AGFI = 0.974, RMR = 0.036, RMSEA = 0.028 และ CFI = 0.975, was congruent with the empirical data which a according of hypothesis. And 3) the human capital guidelines promoted the service quality of tourism industry in Phuket; the entrepreneurs should encourage employees to develop language skills by provided knowledge, observational working study, continuing education for occupation developments, and should improving service qualities by emphasizing attention and building confidence with tourists in order to improve the effectiveness of service quality for response of tourists.