The development of the human capital for contributing the service quality in the tourism industry in Mook Island, Trang Province

Abstract

The purposes of this research were 1) to study the problems on human capital of tourism industry at Koh Mook, Trang Province, and 2) to study needs for development in human capital of tourism industry at Koh Mook, Trang Province. The present study was the qualitative research implemented with 40 key informants in 2 groups: 20 entrepreneur representatives in tourism industry at Koh Mook, Trang Province, and 20 employee representatives in tourism industry at Koh Mook, Trang Province. The purposive sampling method was used; the data were collected with an observation and an in-depth interview; and the data analysis included data classification, data comparison, and conclusion to interpret in relation to the related theories. The results of the study revealed that 1) the urgent problems and obstacles in human capital of tourism industry at Koh Mook, Trang Province were on lack of foreign language proficiency; lack of skills to provide services to tourists; and tour guides without legal licenses. And 2) the needs for development in human capital of tourism industry in Koh Mook, Trang Province were in 4 aspects: vocational skills development, interpersonal relationship, intelligence, and business. The development was aimed to enhance the service employees in tourism industry at Koh Mook, Trang Province to gain vocational skills, to increase the operational quality, to provide service with confidence to tourists according to the international standards, and to gain tourist impression.