Organizational Culture, Working Environment and Motivation Affecting Service Quality and Room Division Personnel’s Loyalty of Hotels in Bangkok

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Manaschuen Tespong


The research on “Organizational Culture, Working Environment and Motivation  Affecting Service Quality and Room Division Personnel’s Loyalty of Hotels in Bangkok.”, aimed to (1) compared the service quality of hotels in Bangkok, categorized by individual characteristics, (2) study organizational culture, working environment, motivation affecting  service quality of hotel and personnel’s loyalty (3) study relationship between service quality and job satisfaction of room division personnel and (4) study relationship between job satisfaction and personnel’s  loyalty. The sampling group used for this research was 400 room division personnel in Bangkok. The questionnaire was used as a tool for data collection. The statistics used for analyzing data were percentage, mean, and standard deviation including t-test, F-test, paired comparison by LSD, regression analysis, and simple Pearson’s correlation coefficient.

The research result found that most of personnel were female, aged 26-30 years old. Their married status was single, and their education level was bachelor degree. Their positions were receptionist that had working life was lower or equal 3 years and their salary was 15,001-20,000 baht. Room division personnel with the difference gender, age, married status, positioning, salary had the difference opinion to service quality of hotels in Bangkok. Factors affecting service quality; including working environment and motivation. Factors affecting personnel’s loyalty; including motivation, corporate culture and working environment. Room division personnel’s opinion towards overall service quality with overall job satisfaction were the moderate level in the same direction. Job satisfaction and personnel’s loyalty were related on the moderate level in the same direction


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