Laundromats in Bangkok Real Estate Centric Services an Industry Emerging in Response to Covid-19

Aims: This study tried to capture the perception of laundromat customers in Bangkok, Thailand towards the end of the historic and unsettling Covid-19 crisis for washing and drying purposes in terms of process, physical evidence, and people components of the service marketing mix, in addition to product, price, place, and promotion.

Study Design: This is a grounded theory study in nature that explored the users’ perceptions of coin-operated laundries through structured interviews that were captured on questionnaires.

Place and Duration of Study: Various types of automated laundries in Bangkok, Thailand during the end phase of the Covid-19 pandemic between March 2022 and December 2022.

Methodology: We included a random sample of 200 respondents (33% male and 67% female; age range 11 to over 80 years), students, housewives, employees, and retirees who used self-service laundries of various types for washing and drying as well as other services.

Results: Very important for the process are comfort and atmosphere together with cleanliness and safety (Mean 3.48, SD 1.31, r = 0.529). The physical evidence mentioned location in terms of access and the facility itself (Mean 3.54, SD 1.11, r = 0.650). The customer mix was the most important people component with few and only occasional staff in the vending business. (Mean 3.31, SD 1.27, r = 0.619).

Conclusion: The study concluded that the COVID-19 pandemic was the initial spark needed to start Bangkok's rapidly growing laundromat businesses. The industry grew so fast in Bangkok that the next target is the remainder of Thailand. Successful entrepreneurs in this industry will have a keen awareness of the location, process, physical evidence, and social components of their customer service-oriented highly automated SME.