Results (
Thai) 1:
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Occurrence of service failureA total of 118 respondents were then able to report on particular, relatively recent, problematic hotel experiences, which covered all the common failures shown in Table II. The most popular ones were room not ready, slow service, slow check-in/out, incorrect bill and missing reservation, and were similar for business and leisure guests. A total of 16.1 per cent of these respondents reported the occurrence of this service failure during the present stay and 78.8 percent with in the last year. Of these respondents ,69. 5 percent complained. Again, responses were similar for business and leisure guests.
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