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

Background  Working : The comptroller general’s department  Position : Computer Technical Officer  Education : MBA (Marketing) BBA (Business Computer) 

ISSUE  Introduction  Fishing park business  Literature reviews  Methodology  Summary

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

Fishing Park

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)

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

 Five perspectives from SERVQUAL model  tangibility  Reliability  responsiveness  assurance  empathy Literature Reviews

Chain Reaction of Customer Satisfaction (Anderson & Mittal, 2000;Zeithaml, 2000)

Methodology  Questionnaire  Interview

Summary  Understanding customerneed Developing Quality service to build customer satisfaction Extend target group

THANK YOU Q&A