A Case Study of the Personal Service Information Evaluation -A Five-Stars Hotel in Taiwan-

• Main Authors: Chih-Hsuan Ho, 賀志軒
• Other Authors: Yann-liang Li
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/cqrs4b

碩士 === 中國文化大學 === 資訊管理學系 === 103 === Presently, most service providers evaluate their service quality in accordance with customer satisfaction. In an attempt to survey customer satisfaction, questionnaires are designed based on customers’ feelings and opinions. However, most customers feel either satisfied or unsatisfied based on the difference between their expectations of the services and their impressions of the services. In other words, the survey is designed to assess customers’ feelings after services are rendered to customers. In consideration of service heterogeneity, service quality is no longer assessed based on customers’ subjective impressions of the services. Therefore, this study created a personal service information evaluation model (PSIEM), using total productive management (TPM) model and the five dimensions of PZB SERVQUAL scale to create an assessment model in order to obtain service staffs’ personal information. For comparison and analysis, various job characteristic curves were established in the job design process for all jobs based on a number of factors, such as staffs’ skill criteria. The results obtained from the survey were sufficient to evaluate the advantages, disadvantages, and shortcomings of each service staff in terms of the five dimensions stated above. The differences were verified using the characteristic curve designed for each job, followed by discussions. The discussions served as the reference for the organization to design the training programs, thus improving the training effects and minimizing the training costs.