The study of customer service and business management on wellness tourism for elder tourist - the case of hot spring hotel.

• Main Authors: Kung Erh Chung, 龔二中
• Other Authors: Chen Kuang Hua
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/55638297143508740212

碩士 === 國立高雄應用科技大學 === 觀光與餐旅管理研究所 === 101 === The study consisted of two stages analysis. In first, we conduct some in-depth interviews with hotel senior managers and experts to construct the customer service factors of elder tourist for spa on wellness tourism. Second, the elder tourists and the hot spring hoteliers fill in the structured questionnaire we conducted. Then, we compared the difference of perceptive importance of customer service factors between the elder tourists and the hoteliers. Additionally, we combined the questionnaire with the EFQM model to find the conceptions about evaluating customer service for hotel owners or senior managers. In the study, we survey 283 hot spring hotel owners or senior managers whose work in legal hot spring hotel , a total of 110 valid questionnaires. For the data of the customers, we were collected from elder tourists who stayed in the hot spring hotels and 578 questionnaires were considered valid. In the first stage of our study, we generalized 7 customer service factors and conducted a 29-items questionnaire. We found that both the elder tourists and the hoteliers valued "attendants have empathy with customers”, "spa environment should be clean and healthy” and “the transportation around the spa hotel should be convenient” as top three important items, but their value of "social factor" have significant difference. According to the cluster analysis, we classified elder tourists into three groups: “high emphasis group", "moderate group" and "low emphasis group”. We also identified the characteristics of each group and conducting the analysis of the difference of the importance with the hoteliers. "To offer Vegetable and healthy meals and ecology landscape", "Classify elder group with characteristics" and "hotel owners self-evaluation with IPA in schedule" as recommendations. Also we constructed a model and process for service system about spa to elder wellness tourism for educational and business circles.