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博碩士論文 etd-0702118-155439 詳細資訊
Title page for etd-0702118-155439
論文名稱
Title
旅館服務品質與消費者滿意度之研究--以Single Inn旅館為例
The study of hotel service quality and consumer satisfaction -- Single Inn hotel for example
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
90
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2018-05-20
繳交日期
Date of Submission
2018-08-02
關鍵字
Keywords
滿意度、旅館、SINGLE INN、服務品質
hotel, satisfaction, SINGLE INN, service quality
統計
Statistics
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中文摘要
近幾年臺灣自由行盛行,背包旅客旅行已成趨勢,根據AsiaYo資料顯示,單人旅遊比例攀升三成,近7成的設計旅店和青年旅館在歲末的住房率也幾乎近100%,單人小旅行逐漸成為不可忽視的旅遊動能。SINGLE INN單人房看準單人或單身商機,率先將優質的單人房旅遊住宿空間引進高雄,有別於膠囊飯店的狹窄空間,SINGLE INN將住宿空間擴大成一間房,飯店內的澡堂、酒吧、床鋪與餐廳,都給了重視個人空間的旅人,一個最經濟實惠的住宿選擇。為了持續增進SINGLE INN的市場競爭力,本研究以深度訪談方式調查了八位在高雄林森店的住宿客,希冀能獲得住宿客對服務品質與滿意度的意見。
本研究根據訪談結果提出以下結論,並在結論部分針對各個發現提出說明。
一、有形性
(一) 對外觀的看法:整體滿意度為86.25分。
(二) 對硬體設備的看法:整體滿意度為84.13分。
(三) 對內部裝潢的看法:整體滿意度為92.88分。
二、可靠性
(一) 對住宿品質的看法:整體滿意度為90.88分
(二) 對保護顧客隱私的看法:整體滿意度為94.75分。
三、反應性
(一) 是否能夠即時的處理顧客的問題:整體滿意度為94.75分。
四、保證性
(一) 對服務態度的看法:整體滿意度為94.75分。
五、同理心
(一) 考量顧客利益與關懷顧客需要:整體滿意度為91.63分。
六、住宿整體滿意度:整體滿意度為92.5分。
七、資訊來源:booking、google、agoda。
八、消費者建議
(一) 若可以,房間應該空間再大些,多一些設備,例如電視與吹風機。
(二) 因為分層緣故,是否會影響逃生路線。
(三) 官網上應該要詳細標明營業時間。
(四) 早餐分量多一些,希望可以是自助式。
綜合上述研究發現,本研究也提出以下研究建議:
一、以旅館裝潢與設施強化住宿客感受
二、以環保節能設計強化綠色旅館的概念
三、粉絲團的行銷企劃與行銷
四、提供企業客戶住宿優惠
Abstract
In recent years, Taiwan’s free travel has become popular, and backpacker travel has become a trend. According to AsiaYo data, the proportion of single-person travel has climbed by 30%. Nearly 70% of hotels and youth hostels have almost 100% housing occupancy at the end of the year. Small travel has gradually become a tourism kinetic energy that cannot be ignored. SINGLE INN single room focus on single or single business opportunities, the first hotel to introduce high-quality single-person accommodation space to Kaohsiung, different from the narrow space of the capsule hotel, SINGLE INN will expand the accommodation space into a room, the hotel's bathhouse, Bars, beds and restaurants give travelers who care personal space, one of the most affordable accommodation options. In order to continuously enhance the market competitiveness of SINGLE INN, this study investigated eight residents in Kaohsiung Linsen Store by in-depth interviews, and hoped to obtain the opinions of the guests on service quality and satisfaction.
This study presents the following conclusions based on the interview results and presents a description of each finding in the conclusion section.
First, tangible
(i) View on appearance: Overall satisfaction is 86.25 points.
(ii) Views on hardware devices: Overall satisfaction is 84.13 points.
(iii) Views on interior decoration: Overall satisfaction is 92.88 points.
Second, reliability
(i) Views on accommodation quality: overall satisfaction is 90.88 points
(ii) Views on protecting customer privacy: Overall satisfaction is 94.75 points.
Third, the reactivity
(i) Whether the customer's problem can be dealt with immediately: the overall satisfaction is 94.75 points.
Fourth, the guarantee
(i) Views on service attitude: The overall satisfaction rate is 94.75 points.
Five, empathy
(i) Considering the interests of customers and caring for customers: The overall satisfaction is 91.63 points.
Sixth, overall accommodation satisfaction: the overall satisfaction is 92.5 points.
Seven, information sources: booking, google, agoda.
Eight, consumer advice
(i) The room should be larger and more equipments, such as TV and hair dryer.
(ii) Does stratification affect the escape route?
(iii) The official website should specify the business hours in detail.
(iv) Increasing breakfast size; self-service is better.
Based on the above study findings, the study also proposes the following research recommendations:
First, enhance hotel guests' feelings with hotel decoration and facilities
Second, the concept of strengthening green hotels with environmental protection and energy-saving design
Third, the marketing planning and marketing of the fan group
Fourth, provide corporate customer accommodation discount
目次 Table of Contents
論文審定書 i
摘要 ii
Abstract iv
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機目的 2
第三節 研究流程 3
第二章 文獻探討 6
第一節 服務品質 6
第二節 顧客滿意度 14
第三節 服務品質與顧客滿意度之相關研究 17
第三章 研究方法 22
第一節 研究架構 22
第二節 深度訪談大綱 23
第三節 受訪者 25
第四章 訪談結果分析 27
第五章 結論與建議 44
第一節 研究結果 44
第二節 結論 48
第三節 建議 48
參考文獻 51
附錄-深度訪談問卷 54
附錄-受訪者訪談稿 56
參考文獻 References
一、中文文獻
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彭王信(2015)。生態渡假飯店服務品質與顧客滿意度之研究─以六福莊生態渡假旅館為例(未出版碩士論文)。明新科技大學服務事業管理研究所,新竹縣。
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聯合新聞網(2017)。旅宿訂房平台統計 台灣人跨年行程四大趨勢。2017年12月7日,取自:https://udn.com/news/story/7266/2861398。
二、英文文獻
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