| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 102 === Tourism industry is currently one of six major emerging industries whichhave been promoted in Taiwan since the government aims to activelymultiply the number of tourists and visitors. Additionally, along with rapid development of information on the Internet, customers’ use demands toward Cloud Services,which is presently one of four major smart industries, have strongly increased and subsequently make this new type of service industry integrated with advanced technology come into being.Noteworthy, concerning any service field, how to sufficiently capture an insight of service failures and conduct plans for service design and improvement acts as a critical issue of service quality management.Taking this point, this study through employing the case of Tourism Guide Cloud Services mainly aims to develop a “service quality optimization management model” which can effectively combine service failure identification and service design and improvement planning.
As such, this study targeted users of tourism guide cloud services as research objects. Sixmain research dimensions of service quality, system quality,information quality and functionquality which belonged to the Information System Success Model and e-SERVQUAL as well as Media Richness service quality and Entertainment service quality were employed to develop the Tourism Guide Cloud service measurement scale. Survey questionnaires were conducted to understand tourists’ needs and evaluations for tourism guide cloud, followed by the use of Important performance gap analysis (IPGA)method to identify key service failures. Finally, the obtained failure severity was inputted into the Quality Function Deployment method to seek the best service improvement model. The achieved results have strongly proven the effectiveness of the proposed service quality optimization model in the case of tourism guide cloud services. This study hopes to provide service industries and managers in the field with useful references and guidelines for service quality optimization and service design planning.
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