| Summary: | 碩士 === 東吳大學 === 企業管理學系 === 102 === With overwhelming increased visitors, today hotel management is influenced so much more than before, causing a keen competition in the industry. Previous researches mostly inspect on a positive position exploring and evaluating the quality attributes and service quality of a hotel. However, when service quality do not meet with expectations of the customers, people will be dissatisfied and would therefore be influenced to choose another accommodation the next time around. This will create losses to the hoteliers and is regarded as a negative influence. Indeed, we can regard the implement of service quality as a managerial method to control risks. In recent years, a new application has been brought out in the field of risk management, which puts in the concepts of “quality”, named quality risk management (QRM). However, there is less research to propose appropriate assessment approach for risk quality in the hotel industry. This study attempts to incorporate the concept of risk management into the service quality of the hotel industry, and proposes an assessment model, service quality risk (SQR), which intends to integrate the Kano model, the IPA and the FMEA quality risk assessment model. The paper proposes to use this method in searching higher quality risks and service attributes that require priorities for improvement. In this study, several hotels in Taiwan and Mainland China are used as examples to explore and compare the quality risk in hotel services between these two areas. The results of this study show that, “promptness and accurateness in promised services”, “fast customer service”, and “activeness in serving guests” have higher risks that require a priority improvement in Taiwan. However, the results in Mainland China are “up-to-date equipment”, “free Internet service”, and “provision of transport services”. By using this quantitative method, managers can improve the quality of risk management and hotel services. It would be helpful for managerial implications of hoteliers, and will give them a reference in their decision making process.
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