| Summary: | 碩士 === 高雄餐旅學院 === 旅遊管理研究所 === 97 === Hot spring tourism is one of the most popular tourism activities of foreign tourists in Taiwan. However, the researches about hot spring tourism in Taiwan rarely adopt the opinions of foreign tourists but those of local residents. Japanese tourists are chosen as the research targets since they not only have been the greatest number of foreign tourists visiting Taiwan over the years, but particularly love hot spring tourism. The study aims to improve the quality of hot spring tourism in Taiwan by adopting Japanese tourists’ comments.
28 legal hot spring hotels in Beitou hot spring area were chosen to be the scope of this study, and the questionnaire survey focused on the winter 2008, and 395 valid questionnaires were recovered.
The Important-Performance Analysis concludes three critical factors of service quality, “Reliability in handling customer’s problems”, “Have the best interests of customers at heart (have the initiative to understand customers)”, “Barrier-free space and parent-child toilets (services for special customers) “. In addition, gap analysis was applied in this study to categorize two factors, “Hygiene and cleanness of hot spring facilities” and “Availability of adequate fire and first aid facilities and instructions”, as secondary critical factors of service quality. Finally, this study suggested the hot spring hotels in Beitou area how to improve service quality efficiently so as to augment the satisfaction degree of Japanese tourists based on the research conclusion.
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