The analysis of the opinions of service users of the hotel and resort in Bangsaen region

Abstract

The research was (1) to analyze negative opinions (dissatisfaction) of the service users of 2-4 star hotel and resort in Bangsaen Region from the complaints, praises or recommendation via online system, and (2) to recommend the approach to improve both quality and service of the hotel and resorts. The sample for the study was the data from the complaints, praises or recommendation from the websites for reservation of hotel or resort via online systems of the agencies from www.agoda.com and www.booking.com. There two websites have offered 49 hotels in Bangsaen, Chonburi. The samples chosen were 2-4 star hotels and resorts. The samples gave the opinions on 23 hotels, but they didn’t give the opinions on 16 hotels. Other 6 hotels were just only one-star hotels, and the other four hotels didn’t have any details about the opinions. The data were analyzed through qualitative research. In other words, the data were grouped and then they were regrouped.

The findings were as follows: To parking, it was found that on the websites the service users who reserved hotels via the website had the highest negative opinion on cramped car park. Secondly, there were a limited number of car park units. They had the least negative opinion on the car park outside the hotels. To the hotel room, it was found that most service users who researved the room via the websites had the highest negative opinion on the unhygirnic room. Secondly, they thought that the room was not soundproofed and they had the least negative opinion on unreasonable room rate. To the location of the hotel, most of the service user who reserved the room via the websites had the highest negative opinion on the fact that the hotel was very close to the entertainment venue. Next, the service users thought that the hotel didn’t have clear hotel signs, so it was difficult for them to find the hotel. They had the least negative opinion on narrow hotel entrances. To hotel staff, it was found that most of the service users who reserved the hotel room via the websites had the highest negative opinion on unimpressive staff’s service. Next the service users agreed that the staff was impolite and unfriendly. They had the least negative opinion on unimpressive security guards’ service. To the bathroom, it was found that most of the service users who reserved the room from the websites had the highest negative opinion on old and dirty bathroom. Next, they found that the water supply was not clean and the water pressure was not strong enough. They had the least opinion on insufficient toiletries. To hotel food, it was found that most of the service user who served the room from the websites had the highest negative opinion on tasteless breakfast, followed by service of the restaurant. They had the least negative opinion on no provision breakfast/ dinner. To the room amenities, it was found that the service users who reserved the room from the websites had the highest negative opinion on no Wi-Fi/ weak Wi-Fi signal, followed by the fact that the air-conditioner didn’t seem to be cooling / or made humming noise. They had the least negative opinion on small television set/blurry image on the television. To other features, it was found that the service users who reserved the room from the websites had the highest negative opinion on unsystematic hotel management. This was followed by small/ dirty swimming pool. They had the least negative opinion on the hotel without elevators/ with scary elevators.