Problem Conditions, Service Behaviors, Requirements, and Decision Making to Use the Industrial Laundry Services in Pattaya City

Abstract

This research aims to study the differences between establishments and the problems, behavior in using services, needs, and decision-making in the use of industrial laundry services in Pattaya City. This quantitative study was conducted through a survey, collecting data from 400 samples categorized by types of establishments: 185 hotels, 66 spas, 68 pool villas, 11 real estate companies, 15 condominiums, 48 resorts, 5 schools, 2 factories, and 7 industrial laundry service businesses in Pattaya City, including Laundry Express, TT&K Laundry Service, WC Laundry, Laundry Pattaya, Yindee Preeda Laundry Co., Ltd., Thara Service, and QC Laundry. The research found that hotels are the most frequent users of these services. The most significant problem encountered is language skills in communication. The behavior of service usage shows that the main reason for using these services is cleaner laundry compared to washing themselves, with a frequency of more than 10 times per month, often needing daily use of the laundered items. Most choose services that include washing, drying, and ironing. The highest demand for industrial laundry businesses in Pattaya City is for process improvements, real-time tracking of cleaning status through applications, and decision-making based largely on confidence in materials and chemicals used, as well as expertise in fabric care to extend the life of the items. Therefore, understanding this information and applying it to improve processes according to customer needs can enhance quality and create more market opportunities.