Expeoring hotel satisfaction and service quality of hotel employee based on Kano model-A case about Tao Garden Hotel
碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 104 === In order to improve the service level of Tao Garden Hotel, this study measured the satisfaction of hotel and servie quality of staff based on Kano model. The literature of customer satisfaction, service quality and Kano model were reviewed. Questionnare is us...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2016
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| Online Access: | http://ndltd.ncl.edu.tw/handle/9x29d7 |
| Summary: | 碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 104 === In order to improve the service level of Tao Garden Hotel, this study measured the satisfaction of hotel and servie quality of staff based on Kano model. The literature of customer satisfaction, service quality and Kano model were reviewed. Questionnare is used for data collection. The employees of Tao Garden Hotel and general comsumers were set as suvey target. 97 hotel employee sample and 256 consumer sample were collected for data analysis and the differences between such two samples are conducted. According to Kano model the Must-be quality elements, One-dimensional quality elements, and Attractive quality elements were extracted. Based on the finding, suggestions abourt manage practice are provided to hotel managers.
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