Business Performance Model Of Three Stars Hotel In Thailand

In the recent decade, the hotel business performance is most crucial. Particularly, it has major importance to boost the hospitality industry. In this direction, this study is concerned to investigate the business performance of hotels in relation to the services and marketing prospective. The objective of this study is to examine the role of customer services and marketing management on business performance. This study is based on the hotel industry of Thailand. Therefore, population of the study is Thailand hotels and respondents of the study is based on the hotel employees. Three-star hotels in Thailand are selected for the current study. Data were managed by using a survey questionnaire and 500 questionnaires were distributed among the manager of three stars hotels located in Thailand. After analyzing the data by using Partial Least Square (PLS) was used to analyze the data. It is found that services have major importance to promote business performance in three-star hotels. Furthermore, marketing is also most important to handle business performance. Along with services and marketing activities, customer satisfaction also has major influence