The study on quality of service in resort hotel in Hualien

• Main Authors: Dong-Jung Chiang, 江東容
• Other Authors: Ming-Huei, Lee
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/23902076549713519364

碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 95 === Owing to the change of lifestyle, people put more and more stress on quality of life and recreation, and the frequencies of domestic short term activities in travel are increased. The eastern part of Taiwan attracts tourists with its natural and humane cultivation. With its geographic environment and special traffic condition, it’s necessary to emphasize the quality of service of resort hotel. This study, which is based on the SERVQUAL scale that is introduced by Parasuraman, Zeithaml. and Berry, is to investigate “The quality of service in resort hotel in Hualien” and the key influential factors or scales and also, the differences in dimension of different tourists. The measurement of this study is questionnaire which is used to measure the characteristic of sample of tourists with the quality of service scale. The study also makes use of the seven level scale of Likert Point to measure the emphasis of scale and the level of satisfaction. The main findings of this study are: First, the cognition of tourists with different characteristics has marked differences toward the quality of service in Hualien. Second, the result of dimension scale of service of quality shows that there are “care of tourists”, “form of management”, “active of customer service”, “safe and trust”, and “dependability of service” ,five dimensions. Third, the expectation and cognition of customers towards services offered by hotels have marked difference and the comparison in lodging from beginning to end shows that the satisfaction of tourists is under cognition of importance in five dimensions. Therefore, the dealers in Hualien ought to improve quality of service to strive for welcomed tourists.