Application of IPA Model in the Study of Guidan Hot Spring Spa Service Quality of Customers

• Main Authors: HSIAO, CHAO-TSUNG, 蕭朝聰
• Other Authors: HSIEH, HUI-HUNG
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/15937134029516612064

碩士 === 台灣首府大學 === 休閒管理學系碩士班 === 105 === Abstract Purpose: The purposes of this study are to examine of service quality of Guidan hot spring experiencing pools. Method: The SERVQUAL service quality questionnaire was distributed to 350 customers who visited the experiencing pools with a return rate of 95%. The importance-performance analysis (IPA) was used to identify the service quality. Results: The study found no items of improvements which indicate customers’ perceptions the service quality of the experiencing pools fits customers’ needs. Suggestions: Since the customers’ view the tangibility as the important issues, we suggest the contractor to develop experiencing facilities to attract more tourists.