清境國民賓館旅客投宿體驗之研究

本研究之目的在於探討國民旅舍旅客於投宿前後預期程度與滿意程度之差異情形。本研究以南投縣清境國民賓館之住宿旅客作爲研究對象，並以便利抽樣之方式進行問卷調查。使用之統計方法包括敘述性統計分析及重要－表現程度分析法。研究結果發現：此次受訪旅客女性稍多於男性，年齡層以30-39歲者爲最多，軍公教族群爲清境國民賓館的主要客源，居住地則以中部及北部較多，且以第一次住宿清境國民賓館之旅客爲最多，同伴大多是家人。在重要－表現程度上，客房設備暨空間、餐飲設備暨空間、訂房暨人員服務、櫃檯／總機暨人員服務、環境暨空間舒適、賓館之安全及隱私性等六項屬於表現良好且應繼續保持之項目，而停車空間、安全消防及逃生設備、交通接駁服務、交通易達性、餐飲（具）清潔及客房清潔與衛生等六項則爲旅客認爲重要而實際表現不如期待之項目，建議經營單位應列爲首要之改善重點。

關鍵字

國民旅舍；投宿體驗；重要－表現程度分析法

並列摘要

The purpose of this study was to understand anticipated variations existed between hotel guests' expectation prior to the staying and their satisfaction of a guest house. Ching-Jing Hostel, which is located in Nanton Country, was used as a study site to determine visitor's expectations and levels of satisfaction toward the accommodation facilities. Questionnaire was administered to visitor respondents who are located by convenience sampling method. A descriptive approach was employed in the analysis of data and presented using important-performance method. Study results indicate that the majority of respondents were comprised by female, people of 30-39 years old and people served as soldiers, civil servants and teachers. Interviewed visitors are mostly from the central and northern Taiwan. Firt-time visitors to Ching-Jing Guest House dominate the interviewee group and nearly half of them travel with family. By applying the important-performance method in data interpretation, 6 items were rated favourably, including accommodation facility, food and beverage facility, services provided by reservation staff, receptionists and operators, overall environment and comfortable space as well as safety and privacy. However, 6 items that were identified as being important by staying guests require improvements; these involve the availability of parking space, hydrant and emergency equipments, shuttle service, accessibility, tableware hygiene and room cleanliness.