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研究生:黎青竹
研究生(外文):Thanh Truc Le
論文名稱:臺灣旅客在越南觀光時,旅館選擇決定因子之研究
論文名稱(外文):The Study of The Determinants of Hotel Selection forTaiwanese Tourism in Vietnam
指導教授:王來旺
指導教授(外文):Lai Wang Wang
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:國際企業管理與製造產研碩外專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
畢業學年度:100
語文別:英文
中文關鍵詞:餐旅服務業
外文關鍵詞:Hospitality Industry
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Based on the results of previous studies about hospitality industry service quality and
guest satisfaction, this paper is to determine and establish the determinants of
Taiwanese tourists in selecting a hotel during their trips to Vietnam. The quantitative
approach is used to analyze the data and carry out the hypotheses. The survey was
conducted in Taiwan with sample of 199 respondents, who had been to Vietnam
before.
This study found that the three factors of hotel facilities, hotel services and hotel
staffs significantly influenic the determinants of Taiwanese people in selecting hotel
during their trips to Vietnam. The important elements of each factor of establishing
the hotel’s service quality and facilities quality meet Taiwanese guest needs. Firstly,
for the determinant of hotel facilities, the results show that Taiwanese guests had
higher level in the satisfaction of room equipments like bedding, international
telephone, high speed internet, newspapers, magazines, brochures, and other
information such as hotel’s local information. Secondly, for the determinant of hotel
service, the results show that Taiwanese guests prefer local cultures while they are in
Vietnam. Finally, for the determinant of hotel staff, the findings reveal that the
respondents had higher satisfaction in hotel staff if they can speak Traditional
Chinese or Taiwanese than other elements.
The research results can provide the hotel managers the insight into focusing more on
enhancing, improving and maintaining hotel facilities, services and staff that
contribute to Taiwanese guest satisfaction. Therefore, this paper may provide useful
information hotel owners in Vietnam to attract more Taiwanese to visit Vietnam, and
also can satisfy Taiwanese visitors in selecting hotel in Vietnam, and further promote
the images of these hotels in Vietnam for Taiwanese visitors.
Title I
Abstract II
Acknowledgements III
Contents IV
List of Tables VII
List of Figures VIII
Chapter 1 Overview
1.1 Introduction................................................................................................ 1
1.2 Research Background.……....................................................................... 2
1.3 Research Purpose………………………................................................... 3
1.4 Research Questions………………............................................................ 4
1.5 The Organization of The Current Research……....................................... 4
Chapter 2 Literature Review
2.1. Introduction.............................................................................................. 6
2.2. Overview of the Hospitality Industry…................................................... 6
2.2.1. Hospitality…………………….................................................... 6
2.2.2. Hospitality and Classifications……………................................. 8
2.3. The Development of The Hospitality Industry in Vietnam....................... 13
2.4. Determinants of Hotels............................................................................. 17
2.4.1. Hotel facilities................................................................................ 17
2.4.2. Hotel service.................................................................................. 18
2.4.3. Hotel Staff...................................................................................... 19
2.5. Conclusions…………………................................................................... 21
Chapter 3 Methodology
3.1. Introduction.............................................................................................. 22
3.2. The Conceptual Model............................................................................. 22
3.3. The Construct Measurement and Questionnaire Design.......................... 22
3.3.1 Hotel facilities.............................................................................. 23
3.3.2 Service.......................................................................................... 25
3.3.3 Hotel Staff Attitude....................................................................... 26
3.4. Data Analysis Procedures.......................................................................... 27
3.4.1 Descriptive Statistic Analysis........................................................ 27
3.4.2 Exploratory Factor Analysis and Reliability Test.......................... 27
Chapter 4 Data Analysis and Hypotheses Testing
4.1. Introduction............................................................................................... 29
4.2. Research Results........................................................................................ 29
4.2.1 Characteristics of Respondents..................................................... 29
4.2.2 Descriptive Analysis...................................................................... 44
4.3. Exploratory Factor Analysis (EFA) and Reliability Test........................... 49
4.3.1 Factor Analysis of Room Equipment............................................. 49
4.3.2 Factor Analysis of Outer Envelope................................................ 51
4.3.3 Factor Analysis of Restaurant……................................................. 52
4.3.4 Factor Analysis of Hotel Service…................................................ 54
4.3.5 Factor Analysis of Restaurant Service…........................................ 55
4.3.6 Factor Analysis of Hotel Staff……................................................ 56
4.4. Conclusions
Chapter 5 Conclusions
5.1. Introduction............................................................................................... 59
5.2. Main findings and Discussion.................................................................... 59
5.3. Limitations and Future Research............................................................... 61
5.4. Conclusions……...........……..................................................................... 62
Appendix Questionnaire English and Chinese version
Part 1. Personal Information........................................................................... 64
Part 2. General Information…….................................................................... 64
Part 3. Appreciation The Importance Level & Satisfaction Level.................. 66
1. Hotel facilities................................................................................ 66
2. Service……………........................................................................... 67
3. Hotel Staff......................................................................................... 68
一.個人資訊.................................................................................................. 70
二.一般資訊……............................................................................................ 70
三.重要度與滿意度指標評估........................................................................ 72
一. 飯店設施........................................................................................... 72
二. 服務……………........................................................................... 73
三. 酒店员工......................................................................................... 74
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