探討飯店設備和服務品質對顧客滿意度的影響-以日月潭為例

現在隨著環保的概念的醒覺與普遍化，許多產業了解到了低碳排放量的重要性，而旅遊業也順著這個趨勢逐漸興起。而台灣作為旅遊勝地可以吸引外國旅客除了擁有歷史悠久的古蹟以外，還有台灣的風土民情，此外也是購物和美食的天堂。而台灣國民的休假模式從固定的週休二日改成彈性的一休一例的方式使到台灣國民能彈性的安排假期來放鬆休假還有就是國民旅遊卡，透過該卡持有人可以在指定時間點，有合作合約的特定飯店可以享受折扣本研究除了簡單闡述旅遊勝地日月潭的目前的現況以外，還透過搜索網站Agoda.com對日月潭的飯店民宿作出相關的調查，其調查是服務品質對顧客滿意度的影響，文章收集的時間點為2015年7月至8月期間，而日月潭民宿和飯店加起來的樣本數總共107間，經過淘汰資料不全的樣本後總共獲得60個樣本數，符合的樣本數為56% 　　而本研究採用了OLS回歸方程式來評估變數結果　　而研究結果顯示了通曉英語和擁有無限網路這兩個服務變數會對顧客滿意度產生正相關的影響；而變數「客房數量」和「餐廳」則會對顧客滿意度產生負面的影響

關鍵字

飯店業；滿意度；服務品質

並列摘要

Now the conscious of environmental protection awakening and Generalized，so many industry to understanding the importance of low carbon emissions, so tourism industry along the trend gradually rise up. Then, Taiwan as a tourist attraction have a few characteristic can attract foreign traveler because Taiwan have many historic building , and then Taiwan have specially Local customs. In addition, Taiwan is a good place of food and shopping. Taiwanese’s vacation mode from fixed week off two days change to elasticity One fixed day off and one flexible rest day mode, so that Taiwanese can choose flexible take a leave go to travel . In addition, Taiwanese can select to become the member of National tourism, the member obtain a Discount card ,if the member go to specify hotel it have a discount when the member consumption. 　　This research depiction Sun Moon Lake’s situation, then the study take a search by the Hotel reservations website Agoda.com to get the data, then made into database and try find out effect to customer satisfaction’s service quality. This research’s time point is July 2017 to August 2017. Sun moon lake hotel B&B’s number of samples have 107 then, the study out of missing data’s samples, after that the remaining number of samples is 60, accounting for the total number of samples 56%. 　　The study Adopted OLS estimate regression equation to evaluate variable results. 　　As last, the variable English and Free Wi-Fi will have a positive impact on customer satisfaction; the variable Quantity of room and restaurant will have a negative impact on customer satisfaction.