COMPETENCY OF SERVICE STAFF AFFECTING HOTEL SERVICE QUALITY IN MUANG DISTRICT NAKHON RATCHASIMA PROVINCE

Abstract

          The objectives of this research article were 1) to study the personal characteristics of service employees related to the service quality of hotels in Mueang district, Nakhon Ratchasima province; 2) to study the performance of service employees about the service quality of hotels in Mueang district, Nakhon Ratchasima province and 3) to study the competencies of service employees that affected the service quality of hotels in Mueang district, Nakhon Ratchasima province. This research was quantitative research and purposive sampling technique was used with 400 hotel service employees and selected areas in Mueang district, Nakhon Ratchasima province. Statistics used in data analysis include Frequency, Percentage, Sample Mean, Standard Deviation, Pearson's Correlation Coefficient and Multiple Regression Statistics Analysis. The results of a study found that the competency of hotel service employees in Mueang district, Nakhon Ratchasima province, had the highest personal service performance and had the level of service quality of the hotel service employees in the reliability aspect at highest level in average. The results of the study of the relationship between service employee competency and quality found that service employee competency had a very high one-way relationship with service quality with statistically significant at the 0.01 level. The results of the study of service employee competencies that affected service quality found that the personal competencies of service employees had the most positive influence on service quality with statistically significant at the 0.01 level.