Customers' Satisfaction with Hotel Guestrooms: A Case Study in Ubon Rachathani Province, Thailand

Abstract

The objective of this study was to identify Customers' satisfaction with hotel guestrooms in the province of Ubon Ratchathani, Thailand, and to determine the factors that affected this satisfaction. Data were collected from 96 customers by the completion of a questionnaire. Most of the customers were male, between 25 and 35 years, with an income level of 10,000–20,000 baht per month. The majority were government officers. The highest mean of most customers' satisfaction was overall cleanliness in guestrooms. The lowest mean of customers' satisfaction was the quality of equipment in the bathroom. However, these results were different in each hotel category. The factor affecting the customers' satisfaction with the interior decoration in the guestroom was customers' occupation. The hotel category was affected by the overall cleanliness of the guestroom, the cleanliness of linen sheets, pillow covers and blankets, the quality of equipment in the bathroom and bathroom amenities offered.