臺灣博碩士論文加值系統

旅館不僅是只提供住宿服務給顧客，也提供特殊的用餐環境和精心策劃的體驗活動，讓顧客留下美好的回憶。旅館營造獨特的服務場景和氣氛給顧客，以提升服務品質。本研究探討旅館服務品質之決定因素，並且透過訪談和顧客在訂房網站的意見來調查顧客對旅館服務品質的評價。研究結果發現有形性、確實性、關懷性、可靠性與回應性是決定旅館服務品質的關鍵因素。此外，觀光旅館應嘗試讓更多國際消費者主動到訂房網站發表正向的住宿評論。

The hotel not only provides accommodation services to customers, but also provides a special dining environment and carefully planned experience activities to leave customers with good memories. The hotel creates a unique service scene and atmosphere for the customer to enhance the service quality. This study explores the determinants of hotel service quality and investigates customer evaluations of service quality through interviews and secondary data. The findings show that tangibility, authenticity, care, reliability and responsiveness are key factors in determining the quality of hotel services. In addition, the tourist hotel should try to let more international consumers take the initiative to post positive accommodation reviews on the booking website.

目錄
謝誌II
中文摘要III
英文摘要IV
目錄V
圖目次VII
表目次VIII
第一章 緒論1
第一節 研究動機1
第二節 研究目的2
第二章 文獻探討3
第一節 服務體驗3
第二節 服務品質在旅館業的案例5
第三節 服務品質相關研究6
第三章 研究方法7
第一節 研究架構7
第二節 質性研究方法8
第三節 訪談對象與訪談問題11
第三節 訪談問題12
第四章 個案公司的環境與背景13
第一節 個案公司的產業環境概述13
第一節 個案公司的初步分析14
第五章 個案研究問題的診斷方向與結果分析18
第六章 建議問題解決的方案19
第七章 研究貢獻與價值20
參考文獻21

圖目次
圖1 研究架構圖7
圖2 多重研究資料來源10

表目次
表1 訪談對象11
表2 訪談大綱12

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