An Exploring Study on the Importance of Services Provided by Hotel-WK Hotel

• Main Authors: CHOU, CHING MING, 周建銘
• Other Authors: LIN, TING LING
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/gjjtqa

碩士 === 國立臺北大學 === 企業管理學系碩士在職專班 === 102 === With the implementation of two-day weekend , the government opened a visa , as well as changing the policy to shorten the journey time so that people can go sightseeing in Taiwan during the holidays, in addition, with the evolution of transport and the rise of the global village, making commercial transactions throughout world travel for the purpose of business. Accommodation services industries are more and more active. As more and more competitors join the industry. Now it is about to enter the Red Sea, so how to recognize the demands of customer have become an important issue. This research is applying customer satisfaction and loyalty theories, etc. We summarized the importance of keys services hotel provide to accommodation. The research applied the AHP (Analytic Hierarchy Process) survey to conduct and verify several key services of hotel. According to reviewed literatures, key services provided by hotel summarized into fourteen items. Combined with the survey data collected from 400 customers “Service personnel object” is the first object of the research structure. These 14 factors can be analyzed by using AHP method to further prioritize in the following order: “Front desk staff” (17.6% weighted value) as the highest rank, the “clean” (11.9%) is the second, “Housekeeping staff” (11.3%) the third, and “delicacy” (9.3%) as the fourth rank. It is the hope of the researcher that findings of this study will not only complete approaches or practices of hotel, but to realize the implementation of key services as well in order to accelerate the development of success of hotel.