國際觀光旅館服務品質之決定因素

ASIAIR > College of Management > MBA Program in Innovation and Entrepreneurship > Theses & dissertations > Item 310904400/111840

Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/111840

Title:	國際觀光旅館服務品質之決定因素 Antecedents of the Service Quality Provided by the International Tourist Hotel
Authors:	白祐豪 Pai, Yu-Hao
Contributors:	創新與創業管理碩士學位學程
Keywords:	旅館;服務品質;消費者 Hotel;Service quality;Consumer
Date:	2019
Issue Date:	2019-05-23 02:27:44 (UTC+0)
Publisher:	亞洲大學
Abstract:	旅館不僅是只提供住宿服務給顧客，也提供特殊的用餐環境和精心策劃的體驗活動，讓顧客留下美好的回憶。旅館營造獨特的服務場景和氣氛給顧客，以提升服務品質。本研究探討旅館服務品質之決定因素，並且透過訪談和顧客在訂房網站的意見來調查顧客對旅館服務品質的評價。研究結果發現有形性、確實性、關懷性、可靠性與回應性是決定旅館服務品質的關鍵因素。此外，觀光旅館應嘗試讓更多國際消費者主動到訂房網站發表正向的住宿評論。 The hotel not only provides accommodation services to customers, but also provides a special dining environment and carefully planned experience activities to leave customers with good memories. The hotel creates a unique service scene and atmosphere for the customer to enhance the service quality. This study explores the determinants of hotel service quality and investigates customer evaluations of service quality through interviews and secondary data. The findings show that tangibility, authenticity, care, reliability and responsiveness are key factors in determining the quality of hotel services. In addition, the tourist hotel should try to let more international consumers take the initiative to post positive accommodation reviews on the booking website.
Appears in Collections:	[ MBA Program in Innovation and Entrepreneurship] Theses & dissertations

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