A case study of the impact factors of customer satisfaction with front desk services at Gaoduan hotel

Name: Shi Borui

keyword: Independent Study

ThaSH: User satisfaction

Classification :.DDC: 647.94

; service quality theory

ThaSH: Receptionists

; employee training

ThaSH: Hotel management

; workplace environment

ThaSH: Gaoduan Hotel

; customer satisfaction

ThaSH: Hotels

Abstract: In the competitive landscape of China’s hospitality industry, high-end hotels must continually enhance the quality of their services to meet and exceed customer expectations. At Gaoduan Hotel, a pressing issue has been a rising number of customer complaints regarding the inconsistency in the front desk service quality. Guests have reported delays in check-in process, lack of personalized attention, and occasionally, erroneous billing. The objectives of this study were: 1) To examine the relationship between employee training quality and customer satisfaction with the front desk services of Gaoduan Hotel. 2) To examine the relationship between workplace environment quality and customer satisfaction with the front desk services of Gaoduan Hotel. This study used a quantitative research design based on the service quality theory to investigate the impact of training quality and work environment quality of high-end hotel employees on customer satisfaction. This study used the data collection method of survey questionnaires, distributed a total of 500 questionnaires, collected 450, and got 400 valid questionnaires. This study found that: 1) Comprehensive and effective training plays a note in empowering hotel staff to meet and exceed guest expectations. 2) An investment in creating a supportive and aesthetically pleasing environment is crucial for enhancing the overall guest satisfaction. Based on these findings, two main strategies were proposed to address the identified issues and to leverage the opportunities for enhancing customer satisfaction. Firstly, the hotel is encouraged to develop and implement a robust employee training program that emphasizes both skill enhancement and personal development. Secondly, it is recommended that Gaoduan Hotel invests in improving the quality of the workplace environment. The study provides compelling evidence that both employee training and workplace environment are essential drivers of customer satisfaction in the luxury hotel sector. By addressing these areas, Gaoduan Hotel can enhance its competitive edge, improve customer loyalty, and ensure its position as a leader in the hospitality industry. The implementation of the recommended strategies is expected to result in a noticeable improvement in customer satisfaction levels, thereby resolving the research problem and contributing to the sustained success of the hotel. Keywords: service quality theory, employee training, workplace environment, customer satisfaction

Siam University. Library and Information Resource Center

Address: BANGKOK

Email: library@siam.edu

Name: Liao Zhigao

Role: Advisor

Created: 2567

Modified: 2568-07-29

Issued: 2025-07-29

วิทยานิพนธ์/Thesis

application/pdf

eng

DegreeName: International Master of Business Administration (I.M.B.A.)

Level: Master's Degree

Descipline: International Business Management

Grantor: มหาวิทยาลัยสยาม

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