| Summary: | 碩士 === 國立宜蘭大學 === 經營管理研究所碩士班 === 98 === Tourism industry has become the most socio-economic indicators in this century, and it has also become a major source of foreign exchange earnings of many countries. Since the government implemented the two-day-off weekends, our citizens have spent more time being engaged in traveling. The hotel industry gradually becomes the core of the leisure and tourism industry. Especially the culture of taking hot spring is popular in recent years, and the hot-spring hotels with diversified leisure facilities change into hot-spring leisure hotels.
The purpose of this research is mainly according to the service quality SERVQUAL model of PZB and related literature review of hotel service quality to apply the analysis of Pearson’s correlation and the Analytic Network Process (ANP), to evaluate service quality of the hot-spring leisure hotels. This study explored the ranking of the hot-spring leisure hotel service quality factors from experts’ view, and make comparison with those from customers’ view.
First, use the customer questionnaires to proceed with the analyses of customer satisfaction. Then explore the analyses of Pearson’s correlation between the images of hot-spring leisure hotels and factors of service quality. Further, this study applies Analytic Network Process (ANP) to quantify the opinions of experts in order to get the weight for each dimension and factor, and then proceeds with the evaluation score by questionnaires for three same degree hot-spring leisure hotels. Then, the hot-spring leisure hotels can adjust their management by the result of the evaluation to provide the direction of improving the service quality of hot-spring leisure hotels and promote the competitive strength.
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