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Service Quality and Customer Satisfaction chain in Thai Fishing park

By Mr.Tanavit Suntonvipart DBA Siam University. Service Quality and Customer Satisfaction chain in Thai Fishing park. Background. Working : The comptroller general’s department Position : Computer Technical Officer Education : MBA ( Marketing) BBA ( Business Computer)

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Service Quality and Customer Satisfaction chain in Thai Fishing park

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  1. By Mr.Tanavit Suntonvipart DBA Siam University Service Quality and Customer Satisfaction chain in Thai Fishing park

  2. Background • Working : The comptroller general’s department • Position : Computer Technical Officer • Education : MBA (Marketing) BBA (Business Computer) • Email : tanavisu@cgd.go.th

  3. ISSUE • Introduction • Fishing park business • Literature reviews • Methodology • Summary

  4. Introduction Rationale and Problem statement • Economic down • People stress • People want to rest with family and friends • Not understand customer Objective and Scope of the study • Want to know customer need • Developing the Quality service to build customer satisfaction

  5. Fishing Park

  6. Fishing Park

  7. Fishing Park

  8. Literature Reviews Types of Customer Expectations that Influence Satisfaction • Explicit expectation • Implicit expectations • Static performance expectations • Dynamic performance expectations • Technological expectations • Interpersonal expectations (Scott M. Smith,2007)

  9. Model of Expectations and Customer Satisfaction • Importance • Overall Affect-Satisfaction Expectations: • Fulfillment of Expectation • Expected Value from Use (Scott M. Smith,2007)

  10. Literature Reviews • Five perspectives from SERVQUAL model • tangibility • Reliability • responsiveness • assurance • empathy

  11. Literature Reviews Chain Reaction of Customer Satisfaction (Anderson & Mittal, 2000;Zeithaml, 2000)

  12. Methodology • Questionnaire • Interview

  13. Summary • Understanding customerneed • Developing Quality service to build customer satisfaction • Extend target group

  14. THANK YOU Q&A

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