Abstract
Franchise business is an attractive business for small and medium size companies in Thailand. The
major problem of franchise business in Thailand is the sustainability of franchise business. The aim of
this study is to identify the factors perceived by franchisees of how franchisors can better manage their
franchisees. The focus of this study is on the franchisees’ satisfaction, which is a measurement of
franchisors’ performance in food and beverage industry in Thailand. Respondents of the study
comprise of 80 franchisees. The results showed that communication and social responsibility are
important factors for franchisees’ satisfaction. The result also showed that franchisor needs strategies
to ensure ongoing business assistance to franchisees, encourage better communication with them and
consider social responsibility in their activities to attract franchisee to continue to invest in the
franchise business.