A Perspective of Customer Requirements to Explore Service System Characteristics - The Case of Motel Industry

• Main Authors: Ming-Chuan Ke Wu, 柯吳明娟
• Other Authors: Pao-Tiao Chuang
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/q487jv

碩士 === 國立高雄大學 === 亞太工商管理學系碩士班 === 104 === In recent years, with the rise of tourism and the government policy of two-day weekend, a wave of entertainment promoted the development of the motel industry. Therefore, motel industry will become an important industry in the development of leisure and tourism services. This study is about the motel industry, via the importance and satisfaction of consumer surveys about the motel, and the use of Importance-Performance Analysis (IPA), factor analysis and Quality Function Deployment (QFD) to construct a motel system which both satisfied customer needs and system design resource optimization. First, through the IPA analysis to identify which quadrant the customer needs projected, it provided the important reference of resources adjustments for the existing service system to the motel industry. Secondly, the systematic application of Quality Function Deployment design tools convert the quality of customer needs into a motel system features. And via the QFD system features expanded investment, we can confirm the relative importance of these services, and resources priorities. Based on the degree of importance - Satisfaction Analysis (IPA), it showed that customer needs projects to all four quadrants. There are seven in the first quadrant, two in the second quadrant, nine in the third quadrant, and four in the fourth quadrant . A company should continue to maintain or increase the customer needs which project in the first quadrant and allocated the resources in the second quadrant to other subjects that need improvements of customer needs. At the same time, a company should maintain the existing investments in the third quadrant for gradual improvement. Finally, a company should devote more resources in the fourth quadrant to improve customer needs immediately. The results of QFD, according to the overall relative weights as a service system characteristics of importance, show that "service," "comprehensive," "luxury", " publicity " and "convenience" are five leading important characteristics of service priority system. Therefore, motel industry should maintain the five major characteristics to improve customer satisfaction