臺灣博碩士論文加值系統

本研究在展示專注於飯酒店服務品質影響客戶滿意度和忠誠度。為了衡量酒店業的服務品質和客戶滿意度與忠誠度，本研究設計一項問卷調查實驗。在這項研究中，選擇了Servqual, Holserv, Lodging quality Index三個最流行和相當完整的模型進行分析。它報導了蒙古和台灣客人在酒店服務方面的客戶期望差異，並在蒙古和台灣之間的酒店進行比較。三個主要的比較是滿意度，服務標準和忠誠度。此外，還包括更詳細的分析，如服務產品，酒店設施，酒店因素等，以及影響他們的選擇因素。本研究還提供關於酒店服務的禁用人員的建議。為了獲得統計數據，我們實施了一項包含40個問題的調查。問卷分為七個部分。結果有120名回答者回答了問卷。受訪者有58位是台灣人，62位是蒙古人。
本研究結果顯示了五個面向，包含了實體性、可信賴度、反應能力、確實度與關懷性直接影響顧客期望與知覺服務。換言之，服務品質的確影響顧客的滿意度與忠誠度。

This study attempts to identify the quality attributes of the hotel services quality. To measure service quality and customer satisfaction and loyalty in the hotel industry. The research refers prior literatures which including three models: servqual, holserv and lodging quality index are used in this analysis. Moreover, it reports the difference in the customer expectations and perceptions for men and women, Taiwan and Mongolia guests related to the hotel services. It includes more detail analysis such as service offerings, hotel facilities, hotels factors, etc. that affect their choices. It also provides suggestions of disable people about the hotel services. To have the statistic data for the study, one survey with 40 questions was included. As a result, 120 respondents answered the questionnaire. The last part of this study is to report the findings and analyze the results of survey. There are 58 of respondents are Taiwanese and 62 are Mongolian
Our research result shows that all five factors which are tangibility, reliability, responsiveness, assurance and empathy directly influence the customer expectations and perceptions by service quality. Another words, services quality do affect customer satisfaction and loyalty.

TABLE OF CONTENTS

中文摘要 iii
ABSTRACT iv
ACKNOWLEDGEMENTS v
TABLE OF CONTENTS vi
LIST OF FIGURES ix
LIST OF TABLE x
LIST OF ABBREVIATIONS xi
Chapter 1. INTRODUCTION 1
1.1 Background 1
1.1.1 Hotel industry 3
1.2 Purpose of the resaerch 4
Chapter 2. LITERATURE REVIEW 6
2.1 What is Hotel? 6
2.1.1 The type of hotel industry 7
2.1.1.1 Differences in Room grading 8
2.1.1.2 Common Types of Room 9
2.1.1.3 Types of Bed 10
2.1.2 Organization of hotel departments and their Functions 10
2.1.2.1 The Duties Executive 10
2.1.2.2 Front Desk Supervisor (Reception Supervisor) 11
2.1.2.3 The concierge consists of a large group of employees in uniform, including 11
2.2 Hotel service 12
2.2.1 The Definition of service quality 12
2.2.2 Servqual model 13
2.2.3 Room service 15
2.2.4 Service of product 16
2.2.5 Accommodation cost 16
2.3 Customer satisfaction 17
2.3.1 Dimensions of Customer Satisfaction 18
2.3.2 Reasons of customer satisfaction 19
2.4 Service Loyalty 20
Chapter 3. METHODOLOGIE 21
3.1 Research goals 21
3.2 Overview of approach 22
3.3 Data collection 23
3.4 Research of Method 23
Chapter 4. FINDINGS AND ANALYSES 25
4.1 Information of Hotels 25
4.1.1 Bishrelt Plaza Hotel in the Ulaanbaatar capital city of Mongolian 25
4.1.2 Crowne Plaza Hotel in Taiwan 26
4.2 Demographic profile 26
4.3 The Reason Arrival 28
4.4 Hotel pattern 29
4.5 Hotel selection / promotion 29
4.5.1 Important level of input factors 30
4.6 Hotel services and customer expectations 31
4.6.1 Enjoyable offers 33
4.6.2 Favorable services 33
4.6.3 Facilities in the bathroom 34
4.6.4 Customer expectation of specific kind of guests (family) 35
4.6.5 Customer satisfaction in service failure 36
4.6.6 Perception of guests about solving problem 37
4.6.7 Customer Expectations 38
4.7 Customer Satisfaction 39
4.7.1 Satisfaction with guest room 39
4.7.2 Satisfaction with food and beverage 40
4.8 Customer Loyalty 41
4.8.1 Behavior Loyalty 41
4.8.2 Attitudinal loyalty 42
Chapter 5.CONCLUSIONS AND SUGGESTIONS 43
5.1 Conclusions 43
5.2 Summary of Hypothesis 44
5.2.1 Conclusion:hypothesis 1 45
5.2.2 Cunclusion:hypothesis 2 45
5.2.3 Cunclusion:hypothesis 3 45
5.2.4 Cunclusion:hypothesis 4 45
5.3 Market trade 46
5.4 Suggestions 46
Reference 48
Appendix 1 52
Appendix 2 53

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