Main Article Content
The objectives of this study are to assess customer expectation and their perception of the service quality of front office staff in five star hotels. Based on the SERVQUAL instrument (Zeithaml, Parasuraman & Berry (1990), service quality consists of five dimension and questionnaires were collected to obtain relevant date. A total of 341 valid questionnaires were collected from 208 Thai and 133 international customer at 26 different five star hotels.
The findings of these study indicate that both Thai and international customers’ expectations and perceptions of the service quality of front office staff are high. However, in terms of “tangibility”, international customers were not satisfied with the contract service time, expertise and problem solving abilities of from office staff. Furthermore it has been found that customers were dissatisfied with the overall “Responsiveness”, “Assurance” and “Dimension” overall.
In addition, the results of this study also indicated that, with a statistical significance of 0.05, there was no difference between Thai and foreign customer perceptions of service quality of front office staff in the five star hotels.
 Boon-itt, Sakun. & Rompho, Nopadol. (2012). Measuring Service Quality Dimensions: An Empirical Analysis of Thai Hotel Industry. International Journal of Business Administration, 3(5), 52-63.
 Hanburut, Preeyaporn. (2015). Image and Service Quality Hotel Affect Foreign Tourists’ Intentions to revisit Mid–Sized Hotels in Bangkok. Master’s Thesis in Business Administration, Graduation School, Bangkok University.
 Karunaratne, W.M.K.K., & Jayawardena, L.N.A.C. (2010). Assessment of Customer Satisfaction in a Five Star Hotel – A Case Study. Tropical Agricultural Research, 21(3), 258-265.
 Kantvorarat, Wasan. (2014). Front Office Staff Service Quality Assessment of Boutique Hotel: A Case Study of Shanghai Mansion. Journal of Cultural Approach, 15(27), 3-15.
 Kudhinnok, Nuntaporn. (2014). Service Quality Affecting Customer Satisfaction and Intention of Returning to 5 Star – Hotels of Foreign Visitors in Bangkok. Master’s Thesis in Business Administration, Graduation School, Bangkok University.
 Mahmoud, R., & Mohamed, B. (2009). Measuring Service Quality at Five Stars Hotel in Jordan. School of Housing, Building and Planning, Universiti Sains Malaysia.
 Markovic, S. (2010). Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry. Management, 5(3), 195-209.
 Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
 Patharamano, Patra. (2015). The Effects of Perceived Service Quality towards Consumer Decision Making of 4 – Star Resorts in Chonburi. Master’s Thesis in Business Administration, Graduation School, Bangkok University.
 Pipattanasookmongkon. Kwan. (2008). Scale Development for Measuring Thai Tourist Perception towards Service Quality of Hotels in Chiang Mai Province. Master’s Thesis in Business Administration, Chiang Mai University.
 Sae-here, Rossukhon. (2015). Customer Behaviors of Using Hotel’s Service, Service Marketing Mix and Brand Equity Affecting Foreign Customer Satisfaction toward Hotel’s Service: A Case Study of the Five – Star Hotel in Bangkok. Master’s Thesis in Business Administration, Graduation School, Bangkok University.
 Seepimkhut, Sansanee., & Samutchak, Bhubate. (2013). The Tourist’s Satisfaction on the Service Quality of Foreign Hotels Chain in Bangkok Metropolitan Area. International Business Administration, Dhurakij Pundit University.
 Siddique, M.N., Akhter, M.M., & Masum, A.A. (2013). Service Quality of Five Star Hotels in Bangladesh: An Empirical Assessment. Asian Business Review, 2(2), 67-72.
 Sonthimoon, Malinee., & Khamdej, Ithikorn. (2014). Satisfaction of Foreign Tourists on Services of Five – Star Hotels in Bangkok. Journal of Finance, Investment, Marketing and Business Management, 4(2), 204-217.