臺灣近年政府推展觀光及開放陸客來後又開放陸客自由行,相關住宿需求日增,使臺灣飯店業在民國103年起平均以每三天的時間增設一間,在競爭激烈為求飯店服務品質使顧客提升滿意度與國際接軌,本文探討臺中w飯店住客個人背景與飯店服務品質對滿意度之研究。 本研究以臺灣臺中市區W飯店之住宿旅客為研對象與範圍,進行問卷調查,共計發放繁體版400份,簡體版50份,總計450份,回收有效問卷398份,無效問卷52份。 為此本研究發現人口統計變項與服務品質對滿意度有顯著影響,服務品質的期望感受會成正向影響飯店滿意度,而飯店與便利商店互相結盟利大於弊。本論文最後研究結果作建議,當服務品質越好越能提高滿意度,達永續經營的目的。
In recent years, the Taiwan government gradually looses the regulations of the mainland tourists. The demand of accommodations increases rapidly. New hotels are opened from 2014 at the high speed. The research aims to raise the service quality of local hotels to international level. The research explores the relationships between the backgrounds of the W hotel customers and the satisfactions of service quality. A questionnaire survey was applied in this study, there were 400 traditional Chinese version questionnaires and 50 simple Chinese version questionnaires distributed. 398 questionnaires were valid and 52 questionnaires were invalid. The findings indicated that: 1、There are significant effects of demographic variables upon the customer satisfaction. 2、The customer expectation of service quality is positive to the customer satisfaction. 3、The alliance of the hotel and the convenience store is positive to the service quality.
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