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研究生:林阿珍
研究生(外文):A-Jhen Lin
論文名稱:以PZB模式探討飯店服務品質與顧客滿意度
論文名稱(外文):Exploring hotel service quality and coustomer satisfaction by PZB modle
指導教授:楊東震楊東震引用關係
指導教授(外文):Dong-Jenn Yang
學位類別:碩士
校院名稱:義守大學
系所名稱:管理碩博士班
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
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:57
中文關鍵詞:PZB模式顧客滿意度服務品質
外文關鍵詞:PZB modleCustomer SatisfactionQuality of Service
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隨著顧客需求的日增,遊客的選擇越來希望多樣化,飯店業如雨後春筍般的開立,市場競爭之激烈卻可謂戰況空前。飯店業者要如何吸引顧客前往投宿則是最大的目的,本研究挑選高雄某一家A大飯店以PZB模式來分析飯店服務品質與不同顧客社經背景及住宿性質之差異,進而得知消費者對飯店各項服務品質要素的期望及間接知道顧客滿意度;最後研究得知保證性與同理心飯店則為A大飯店效果最好的。但對於飯店服務人員或是整體滿意度皆為滿意狀況,如以地區別來看,滿意度較高為大陸地區,其次為台灣地區,最後為東南亞地區,因此大陸地區為把握客戶,但在東南亞地區則需要再加強地區。而在年齡發現在有形性有顯著差異且以51歲以上滿意度較為高。最後研究總結,如要再提升飯店滿意度則需再加強飯店現代化裝潢與設備及飯店住宿環境乾淨與舒適。

With the increasing demand for Japanese customers, tourists increasingly want to choose to diversify, hotel industry mushroomed opening, market competition fierce fighting was described as unprecedented. Hotel industry How to attract customers to the lodge is the largest object, the present study differences in the selection of hotel service quality and socio-economic backgrounds and different customers stay in the nature of the PZB model to analyze a certain A Hotel Kaohsiung, and then informed consumers of the hotel the elements of service quality expectations and customer satisfaction indirectly know; the final study that assurance and empathy Hotel a Hotel was the best. But the hotel staff or overall satisfaction are all satisfied with the situation, such as the distinction between the term, the higher the degree of satisfaction for the mainland, followed by Taiwan, the last of the Southeast Asian region, so as to grasp the mainland customers, but in Southeast Asia the need to strengthen regional areas. And we found significant differences in age, sex and tangible satisfaction over the age of 51 relatively high. Finally, the study concluded, such as hotel again enhance satisfaction with the need to further strengthen the clean and comfortable hotel with modern decor and equipment hotel accommodation.

第一章 緒論
第一節 研究背景與動機1
第二節 研究目的3
第三節 研究流程4
第二章 文獻探討
第一節 服務品質5
第二節 顧客滿意度8
第三節 飯店介紹11
第三章 研究方法
第一節 研究架構16
第二節 研究假說17
第三節 研究設計與變數定義18
第四節 資料信度與效度.20
第五節 樣本結構描述性統計22
第四章 研究結果與分析
第一節 滿意度分析25
第二節 性別對於服務品質與整體滿意度分析度28
第三節 背景變相對於服務品質與整滿意度分析29
第四節 服務品質與整體滿意度之迴歸分析33

第五章 研究結論與建議
第一節 研究結論35
第二節 研究建議37
參考文獻
中文部分39
英文部分39
附錄
附錄A 問卷42

中文部份
呂能鴻(2006)。消費者行為 (第一版)。台北市:華立圖書。
林恬予(2001)。旅館服務品質、顧客滿意度與再宿意願關係之研究。長榮管理學院經理管理研究所碩士論文。
林慶村(2005)。銀行業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究。朝陽科技大學企業管理系,台中。
徐義平(2015)。看好觀光商機 12家北部飯店業者搶進高雄。自由時報電子報20150723。網址:http://news.ltn.com.tw/news/business/breakingnews/1388509。
曾光華(2004)。行銷管理:理論解析與實務應用(初版)。台北縣三重市:前程企管總經銷。
觀光局(2015)。觀光統計圖表。網址:http://admin.taiwan.net.tw/public/public.aspx?no=315。
英文部分
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Howard, J. A. & J. N. Sheth (1969). The Theory of Buyer Behavior. New York: John Willey & Sons.
Hurley, R.H, & Estelami, H. (1998). Alternative Indexes for Monitoring Customer Perceptions Of Service Quality: A Comparative Evaluation in A Retail Context. Journal of Academy of Marketing Science, 26, (3), 209-221.
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Juran, J.M. (1986.). A Universal Approach to Managing for Quality. Quality Progress, 19-24.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59(2), 71-82.
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Mitra, A. (1993). Fundamentals of Quality Control and Improvement. NY: Macmillan.
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Nunnally, J.C., (1978). Psychometric Theory.New York: McGraw-Hill.
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Wirtz, J. & John E. G.(1995). An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes. International Journal of Service Industry Management, 6, 84-102.

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