特色民宿服務管理因素分析之研究－以墾丁關山蓮莊為例

A Case on Serviced Management of Specific B&B Factor Analysis-An Example as Kuan-Shan-Lien-Chuang in Kenting

蘇明俊(Ming-Jun Su) ； 張棋瑛(Chi-Ying Chang)

《運動事業管理學術研討會論文集》 6期 (2007/05) Pp. 248-270

https://doi.org/10.29464/YDSYGL.200705.0248

摘要

台灣民宿蓬勃發展，且出現強調各服務主題的特色民宿。台灣民宿最早起源於墾丁地區，且皆有其獨特的競爭優勢，特色及本身所擁有的核心價值才是永續經營之道，是無法被取代的特質。本研究採用探索性因素分析的方法，以萃取特色民宿服務管理的因素，先深入晤談業者以了解特色民宿的服務管理，依據晤談結果擬訂「特色民宿服務管理問卷」，蒐集遊客反應的資料。晤談對象為特色民宿的業者3人，問卷施測的對象共196人。研究結果為：特色民宿服務管理的因素依平均值排序為：（一）地理位置(5.61678)、（二）園區特色(5.5413)、（三）服務人員(4.9144)、（四）餐飲特色(4.8894)、（五）資訊提供(4.2101)。在「園區特色」遊客的年齡與教育程度之看法均有顯著差異。以親友介紹為最主要消息來源，在服務人員、資訊提供服務及園區特色服務之看法有顯著差異。遊客重遊意願及推薦意願因素有顯著差異為服務人員、資訊提供服務、園區特色服務、餐飲服務構面。可知園區特色的塑造給遊客會有不同差異，掌握特色為特色民宿服務管理中最重要的因素，建立具有特色的民宿便成為民宿業者服務管理的關鍵。

關鍵字

特色民宿 ； 服務管理 ； 因素分析

並列摘要

B&B's comparison promotes increasingly, appearing a special hostel of emphasizing each service topic. The origins region was Kenting at the earliest stage in the B&B of Taiwan. Each B&B has it the special competitive advantage of create a way, special points and oneself the core value owned be the way of everlasting management, is the characteristic that can't be acted for a replication. The study method is exploratory factor analysis (EFA), the research tool is ”The service quality investigates questionnaires”, to understand an the case service item. The results are as follows: Five factors serviced management sorts: 1. the geography position. (5.61678) 2. special garden (5.5413) 3. the attendant serviced. (4.9144) 4. the hospitality serves (4.8894) 5. the information provides (4.2101) There is difference of showing on visitors' age and view of the education degree in the special garden. Introducing to the main news source with relatives and friends, there is difference of showing on the attendant serviced., information and special garden. Visitors revisit the will and recommend the will factor to construct the surface showing difference of showing on the attendant serviced., information, special garden and the hospitality serves. We can know special garden for visitors to have different differences, grasp characteristic serve most important factor in the management for characteristic the people constellation, set up with characteristic the people constellation become the people constellation industry person serve key of management.

並列關鍵字

special B&B ； service management ； Factor Analysis