旅館業顧客滿意度影響要素之分類：Tetraclasse模式之應用

The Application of the Tetraclasse Model to the Guest Satisfaction in the Hotels

江勁毅(Chin-I Chiang) ； 游育杰(Yu-Jie You)

《餐旅暨觀光》 8卷4期 (2011/12) Pp. 269-288

https://doi.org/10.6572/JHT.8(4).2

摘要

顧客滿意度一直是眾人矚目的焦點，特別是在服務業。根據許多行業，例如汽車、金融、宴會及健康照護的實證研究顯示，不同的服務要素對顧客滿意度的影響有其獨特性。因此本研究即利用Tetraclasse模式，根據服務要素不同表現結果對滿意度的影響程度將服務要素進行分類。研究結果發現：（一）基本型的要素包括：旅館的聲譽、房價、預約時等候時間、床鋪、房間裡的裝潢擺設、電器設備正常、旅館的周遭環境等；（二）加分型的要素包括：到達旅館的資訊、前往旅館的導引路標、舒適的旅館房間、可使用之休閒設施、標示重複使用床單和毛巾、旅館人員之間的氣氛、工作人員能力、旅館的品質與它的星級評價相當等；（三）關鍵型要素包括：安靜的房間、旅館所採取關於品質的措施、旅館的氣氛、館方開立發票及消費明細等；（四）無關型要素則有：旅館使用乾淨的能源（如太陽能或風力）、旅館有停車場、預約後確認的電子郵件等。根據四種類型要素對滿意度影響之特性，旅館業管理者可重新檢視所提供要素之必要性，以使資源配置能產生最佳的顧客滿意度效果。

關鍵字

滿意度 ； tetraclasse模式 ； 服務要素 ； 旅館業

並列摘要

Recent evolutions indicate that customer satisfaction remains in the limelight, especially in the service field. The results of many empirical studies in a variety of different business sectors, such as automobile, finance, catering, and health, have been showed that various service elements provide unique contributions to customer satisfaction. The objective of this study is to evaluate elements of the services provided in Hotels and the contribution of these elements to guest satisfaction by using the Tetraclasse model, which is to categorize attributes according to their relationship with satisfaction. The results show that (1) basic elements are composed of authentic character of the hotel, fair price with respect to the service provided, no waiting when booking, comfortable bedding, hotel is appropriately decorated, facilities that work, beauty of the surroundings, and so on; (2) plus elements are composed of the hotel access information, hotel access well signposted, pleasant room, availability of leisure facilities, posting of information about the reuse of linen and towels, atmosphere among the staff, competent staff, the quality corresponds to the number of stars, and son on; (3) key elements are composed of quiet room, quality certification, hotel atmosphere, and so on; (4) secondary elements are composed of use of clean or renewable energies, parking, confirmation of the booking, and so on. Based on the four-fold nature for the contribution of service elements to satisfaction, hoteliers can determine which elements should be improve to increase satisfaction or profitability, and which elements should be reduced because high performance is costly or offers little or no increase in satisfaction.

並列關鍵字

Satisfaction ； tetraclasse model ； service elements ； hotels

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