The study on service quality and desire to re-visit the example of Chihpen Jingguang Hostel

• Main Authors: Li Min-Sheng, 李民勝
• Other Authors: Hou,Song-Mao
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/na3znp

碩士 === 國立臺東大學 === 區域政策與發展研究所 === 95 === The study on service quality and desire to re-visit the example of Chihpen Jingguang Hostel Author: Li Min-Sheng Tai-Tung National University, Local Policies and Development Research Center, Public Affairs and Management, Masters Class Abstract The main purpose of this study is to discuss how to improve the Jingguang Hostel’s service quality to raise guests’ desire to return, then increase the competition of it. Chihpen Jingguang Hostel located at the famous resort in Taitung, as two-day weekend program taken effect, the demand for better service quality is getting higher. The case study of Chihpen Jingguang Hostel is based on the tourists who visited there , and the period of time is from 2007/03/01 to 2007/03/14. By questionnaire, the research is based on SERVQUAL which was constructed by PZB(1991), and it is assisted by SPSS/PC statistic analysis software with the descriptive statistics, t-test, One-way ANOVA, and Pearson’s correlations. The respondent customers are 405.Through thorough analysis, I come up with the following results: 1.Most of the tourists are married male, 31-40 years old, working for office duty and college educated. 2.there are 5 aspects on Chihpen Jingguang Hostel, which are tangibility, reliability, response, assurance, and empathy. The customers think much highly of assurance, and which is followed by reliability, empathy, response, tangibility. 3.the tourists in Chihpen Jingguang Hostel express their satisfaction at clean environment , and they don’t like the service information provided there. 4.the requirements for service quality are different among tourists with different conditions. 5.Service quality has significantly positive influence on customers’ desire to return. 6.Finally, according to the results of this research, this study offered following suggestions： (1)Improving leisure quality through understanding tourists’ behaviors. (2)Improving service quality through understanding tourists’ feelings. (3)Improving tourists’ satisfaction and desire to return. Through constructive suggestions, I look forward to helping readers to understand more about the relationship between service quality and desire to return, and to providing useful reference for the management of Chihpen Jingguang Hostel and further studies.