Characteristics and Quality of employees through employees and customers perception in Hotel business in Nakhon Rachasima

Abstract

This research studied on the perception of hotel’s employees and customers in Nakhon Rachasima toward the employees’ characteristics and services quality. The researcher adopted the quantitative method using questionnaire to collect the data from those relevant in hotel business for 400 respondents. Descriptive statistics were used for data analysis such as mean, percentage, standard deviation; and Inferential statistic was used for hypothesis testing by Pearson's correlation coefficient.

                The results found that the characteristic of service employees overall from employees and customers’ perspectives were high level aspect, which the Hotel business staff focused in service mind approach. Whereas customer angle emphasized in responsibility aspect. With regarding service quality dimension, the staff and customers’ attitude was high level, which the staffs focused in reliability aspect. Whereas the customer focused in tangibles dimension. For hypothesis result, service provider’s characteristic had positive relationship on service quality, significantly. The relationship between both variables can consider as follows: 1) the characteristics of service employees and service quality as perceived by the employees had correlation coefficient value of 806. Thus, first hypothesis was accepted, which means that characteristics of service employees had the positive relationship with services quality as perceived by the employees. 2) The characteristics of service employees and services quality as perceived by customers had the coefficient value as 837. Thus, the second hypothesis was accepted that characteristics of service employees had the positive relationship with the services quality as perceived by customers.