Service Quality in Hotels: A Perspective from Staff during the Covid-19 Pandemic in Chiang Mai, Thailand
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The paper aims to clarify the relationship between hotel staff and quality of services during the Covid-19 pandemic in Chiang Mai province, Thailand. It has two following research objectives, first is to examine the effect of training on employee performance whether they adequately understand, maintain good hygiene, and adjust themselves to the market with Covid-19. The second research objective is to determine the importance of hygiene and the impact of hygiene to quality of service. Data collected from the target group using a self-report questionnaire between January 2021 and April 2021. The number of 138 questionnaires were received. The data analysis of this study was done in the form of a first order confirmatory analysis by considering what each latent and each group were. After that, it was combined into the structural equation model (SEM) believing that the antecedent factors of training had an effect on the mediator marketing and service quality. This research aims to point out that two latents; training and hygiene are believed to be important. They have affect in marketing and eventually quality of services.
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