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

Main Article Content

Manaschuen Tespong

Abstract

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

Downloads

Download data is not yet available.

Article Details

Section
Research Article

References

[1] Auwisarnworawong, Thawan. (2004). Organizational Loyalty: Case Study Betagro Company’s Employee. Term Paper of Master of Arts, Faculty of Social Development, National Institute of Development Administration.

[2] Bitner, M. J. (1990). Evaluating Service Encounters: the Effect of Physical Surroundingsand Employee Responses. Journal of Marketing, 54(April), 69-82.

[3] Department of Tourism, Ministry of Tourism & Sports. (2014). Standard of Accommodations for Tourism. Retrieved from https://www.tourism.go.th/home/details/11/6/299.

[4] Lakkhanaadisorn, Wiroj. (2007). Tangible HR Strategy. Bangkok: Technology Promotion.Association (Thailand-Japan).

[5] Naveekan, Somyod. (2000). Management and Organizational Behavior. 2nd ed. Bangkok: Krung Thana Phatthana.

[6] Office of Small and Medium Enterprises Promotion. (2010). Political District of Bangkok. Retrieved from https://122.155.9.68/identity/index.php/bangkok.

[7] Pachimsawat, Pitsuphar. (2015). A Study of Personal Characteristic, Leadership, andWorkplace Environment Affecting Work Achievement of In-bound Tourist Guide (Foreign Language-Specific Area). Journal of Cultural Approach, 16(30), 28-40.

[8] Sakulwattana, Phanit. (1994). Factor Affecting Professional Nurses’ Quality of Working Life Art at Maharaj Nakorn Chiang Mai Hospital. Master of Nursing Administration Thesis, Faculty of Nursing, Chiang Mai University.

[9] Sereerat, Siriwan. (1996). Organization and Management. Bangkok : Phattanasuksa.

[10] Sereerat, Siriwan. et al. (2007). Management and Organizational Behavior. Bangkok:Theera Film and Side Text.

[11] Suwanbundit, Anek. & Adulphatahanakit, Passakorn. (2005). Service Psychology. Bangkok : Adulphatahanakit.

[12] Vanishbancha, Kunlaya. (2014). Statistical Analysis: Statistics for Management and Research. 15th ed. Bangkok: Chulalongkorn Univesity.

[13] Wailerdsak, Natenapha. & Masjirapa, Nuttapong. (2016). Effect of Quality of Work Life and Corporate Social Responsibility (CSR) on Employee Commitment : The Case Study of Centara Hotel, Khon Kaen Province. Journal of Thai Hospitality and Tourism, 11(1), 38-52.

[14] Weerakit, Naree. & Nilsiri, Arnatchai. (2012). The Relationship between Engagement Driversand Employee Engagement in Phuket Independent Hotels. Journal of Thai Hospitality and Tourism, 7(1), 1-13.

[15] Yeamphurn, Somyot. (2008). Factors Affecting Operation Employees’ Working Efficiency of Asian Marine Services Public Company Limited. Independent Study, Master of Business Administration, Srinakharinwirot University.