CONSUMER’S EXPECTATION TOWARDS SERVICE QUALITY FROM AGED SERVICE PROVIDER AND ATTITUDE IN KNOWLEDGE, PERCEPTION AND BEHAVIOR AFFECT CONSUMER’S DECISION IN BANGKOK, THAILAND

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Published: Dec 30, 2021
Keywords:
Expectation affect decision Attitude affect decision Aged service provider Hospitality business

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Kultidar Sorndatch
Dusit Thani College
Pornprom Suthatorn
Dusit Thani College

Abstract

This research examines the following factors that affect the consumer’s decision toward the hospitality business that hired aged service providers in Bangkok, Thailand (1) consumer’s demographic profile (2) expectation of service quality (3) consumer’s attitude. The author administered a questionnaire survey to 400 participants from the selected group that had never experienced or receive the service from aged service providers in Bangkok, a descriptive statistic and multiple regression was used to analyze the data. The results discovered (1) demographic profile in gender, age, social status, degree, occupation, rate of income, types of services and influencer all had no influence in consumer’s decision to use the service from aged service providers in Bangkok with statistically significant difference at 0.05 (2) the consumer’s expectation that received a service from aged service provider in terms of physical, reliability, responsiveness, trust, emotional tangibility had an impact towards consumer’s decision in receiving services from an aged service provider in Bangkok (3) while the attitude and behavior have shown a positive results, however knowledge revealed to be negative with the consumer’s decision to receive services from aged service providers in Bangkok.

Article Details

How to Cite
Sorndatch, K. ., & Suthatorn , P. . (2021). CONSUMER’S EXPECTATION TOWARDS SERVICE QUALITY FROM AGED SERVICE PROVIDER AND ATTITUDE IN KNOWLEDGE, PERCEPTION AND BEHAVIOR AFFECT CONSUMER’S DECISION IN BANGKOK, THAILAND. Dusit Thani College Journal, 15(3), 183–198. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/253863
Issue
Vol. 15 No. 3 (2021): Dusit Thani College Journal Vol.15 No.3 September-December 2021
Section
Research Article

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