| Summary: | 碩士 === 輔仁大學 === 企業管理學系管理學碩士班 === 100 === There is an increase of Chinese people traveling. Many hotels in different regions or countries target Chinese tourists as their major customers. In addition, the current trend in the hotel industry appears to shift more resources to the use of the Internet when interacting with and promoting to customers. Emphasizing the service quality of hotel websites becomes important.
Traditional ideas used one-dimensional method to measure quality attributes and customer satisfaction. However, quality attributes and customer satisfaction are not always in one-dimensional relationship. Customer satisfaction is not always proportional to how fully functional the service is. With the help of Kano two-dimensional method, customers’ ideas of quality are made clear. Kano model is used to investigate the quality attributes of hotel websites required by Chinese people.
A model of 9 dimensions, which develop 38 measuring components, is constructed. The results show that there are 12 must-be quality attributes, 14 one-dimensional quality attributes, 11 attractive quality attributes and 1 indifferent quality attribute in the hotel websites.
Hotel managers should focus more on incubative dimension before a website is launched. The majority of elements in the active dimension can be developed and maintained when the website is in use. Managers may realize what dimensions of quality service should be focused on as at different stages of launching websites.
|
|---|
