應用模糊層級分析法探討SPA經營管理之關鍵成功因素

SPA 產業是一個以服務人為主體的高接觸產業，因此服務人員的專業素養、服務態度及品質、顧客滿意度，甚至場館空間佈置與設備及產品價錢，都是SPA 產業要永續經營與發展的主要要素。本研究之目的在於建構出SPA 經營管理成功的關鍵因素，研究的流程則是先經由文獻探討方式，後透過兩階段的德爾菲問卷，萃取得到含四大影響構面與二十個影響因素的次準則，最後再以模糊層級分析法求出四大影響構面與各次準則的權重比率，依此結果做為擬定關鍵成功因素之依據。本研究結果經模糊層級分析法分析12 位專家學者所評選SPA 產業經營管理之關鍵成功因素之權重排序，依次為服務人員態度熱忱(W=0.1990)、服務人員重視顧客滿意程度(W=0.0904)、服務人員技術水準穩定(W=0.0837)及服務人員具備專業素養(W=0.0714)。本研究結果希冀可做為SPA 經營管理者未來選擇最佳經營策略之參考。

關鍵字

SPA 產業；經營管理；關鍵成功因素；模糊層級分析法

並列摘要

SPA industry is a high-touch, people-based business, so personnel professional competence, service attitude and quality as well as building spatial arrangement and product price have emerged as major elements to enable SPA industry can be sustainable development. The purpose of this study was to explore the critical success factors (CSFs) of the operation and management of the SPA industry. We conducted an integrated framework for CSFs of the operation and management of the SPA industry that are organization four dimensions and twenty factors through document analysis and two-step questionnaires of Delphi Method. Then we apply Fuzzy Analytic Hierarchy Process (FAHP) to calculate the relative importance between each factor and according to the results to select the CSFs. Analyzing by means Fuzzy AHP, the emphasis weight of these four CSFs of the operation and management of the SPA industry among 12 executives and experts is ranked as the following: personnel dedicated service attitude (average weight: 0.1990), customer satisfaction (average weight:0.0904), personnel stable technique (average weight:0.0837), personnel professional competence (average weight: 0.0714). We hope that the results of research would provide the best alternative to SPA manager in selecting its operating strategy.

並列關鍵字

SPA Industry ； Operating and Management ； Critical Success Factors ； Fuzzy Analytic Hierarchy Process

國際替代計量

應用模糊層級分析法探討SPA經營管理之關鍵成功因素

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