以PZB模式探討飯店服務品質與顧客滿意度

Exploring hotel service quality and coustomer satisfaction by PZB modle

林阿珍(A-Jhen Lin)

指導教授 ： 楊東震

義守大學/管理學院/管理碩博士班/碩士(2016年)

摘要

隨著顧客需求的日增，遊客的選擇越來希望多樣化，飯店業如雨後春筍般的開立，市場競爭之激烈卻可謂戰況空前。飯店業者要如何吸引顧客前往投宿則是最大的目的，本研究挑選高雄某一家A大飯店以PZB模式來分析飯店服務品質與不同顧客社經背景及住宿性質之差異，進而得知消費者對飯店各項服務品質要素的期望及間接知道顧客滿意度；最後研究得知保證性與同理心飯店則為A大飯店效果最好的。但對於飯店服務人員或是整體滿意度皆為滿意狀況，如以地區別來看，滿意度較高為大陸地區，其次為台灣地區，最後為東南亞地區，因此大陸地區為把握客戶，但在東南亞地區則需要再加強地區。而在年齡發現在有形性有顯著差異且以51歲以上滿意度較為高。最後研究總結，如要再提升飯店滿意度則需再加強飯店現代化裝潢與設備及飯店住宿環境乾淨與舒適。

關鍵字

PZB模式 ； 顧客滿意度 ； 服務品質

並列摘要

With the increasing demand for Japanese customers, tourists increasingly want to choose to diversify, hotel industry mushroomed opening, market competition fierce fighting was described as unprecedented. Hotel industry How to attract customers to the lodge is the largest object, the present study differences in the selection of hotel service quality and socio-economic backgrounds and different customers stay in the nature of the PZB model to analyze a certain A Hotel Kaohsiung, and then informed consumers of the hotel the elements of service quality expectations and customer satisfaction indirectly know; the final study that assurance and empathy Hotel a Hotel was the best. But the hotel staff or overall satisfaction are all satisfied with the situation, such as the distinction between the term, the higher the degree of satisfaction for the mainland, followed by Taiwan, the last of the Southeast Asian region, so as to grasp the mainland customers, but in Southeast Asia the need to strengthen regional areas. And we found significant differences in age, sex and tangible satisfaction over the age of 51 relatively high. Finally, the study concluded, such as hotel again enhance satisfaction with the need to further strengthen the clean and comfortable hotel with modern decor and equipment hotel accommodation.

並列關鍵字

PZB modle ； Customer Satisfaction ； Quality of Service

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