應用修正 SERVQUAL 模式探討公辦溫泉旅館服務品質─以

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Title:	應用修正 SERVQUAL 模式探討公辦溫泉旅館服務品質─以 Study of the Application Correction the SERVQUAL Mode for Public Hot Springs Hotel Service Quality-Case Study in GU-Guan Area
Authors:	林水池
Contributors:	觀光事業管理系暨溫泉產業研究所歐陽宇陳忠偉
Keywords:	公辦溫泉旅館服務品質 Government-run spa hotel service quality
Date:	2013
Issue Date:	2014-03-11 16:30:25 (UTC+8)
Abstract:	公辦溫泉旅館業，遍布台灣各溫泉區，而公辦溫泉主辦機關，常以為提昇服務品質，將公辦公營溫泉委外經營，成為公辦私營之業者。惟究竟是否真的服務品質欠佳，從來沒有人從事這方面的研究。本文研究公辦溫泉旅館業服務品質，係以學者Parasuraman,Zeithaml & Berry(1985)所提之服務品質差距五，亦即以消費者期望與實際感受服務的差距為基礎，再以溫泉產業的特性增加服務品質構面予以修正後進行實証研究。根據研究結果得出結論如下：一、公辦溫泉旅館之消費者，對公辦溫泉旅館之預期服務水準與實際感受的服務水準無顯著差異。二、公辦溫泉旅館服務過程品質與整體服務品質有顯著相關。三、公辦溫泉旅館服務過程品質與服務結果品質有顯著相關。四、公辦溫泉旅館整體服務品質與服務結果品質有顯著相關。五、不同教育程度的消費者，服務品質構面之期望水準與重要性無顯著差異。 Government-run spa hotels spread all over hot spring regions in Taiwan. However, administrative authorities of government-run spa often outsource the government-run spa on the ground of improving service quality, which makes the government-run spa a private business. But no one has studied whether the service quality is really inadequately satisfactory.This paper studies the service quality of the government-run spa hotels based on the five service quality differences proposed by scholars Parasuraman, Zeithaml & Berry (1985) as well as difference between customer expectation and perceived service quality; then performs empirical study by adding service quality dimension to make correction in accordance with characteristics of spa industry.The following conclusions are made based on the study results:I. Customers of the government-run spa hotels feel no significant difference between expected service level and perceived service level.II. Service process quality of the government-run spa hotels correlates considerably with the whole service quality.III. Service process quality of the government-run spa hotels correlates considerably with service result quality.IV. The whole service process quality of the government-run spa hotels correlates considerably with service result quality.V. For customers with different education, there is no marked difference between expectation level and importance in the service quality dimension.
Relation:	電子全文公開日期：不公開，學年度：101，150頁
Appears in Collections:	[Dept. of Tourism Management] Dissertations and Theses

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