Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area

• Main Authors: Wen-Jui, Wang, 王文瑞
• Other Authors: Wen-Tseng, Chu
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/57001682029843750567

碩士 === 國立臺灣師範大學 === 運動與休閒管理研究所在職碩士班 === 94 === Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area Autho：Wen-Jui, Wang Thesis Advisor: Wen-Tseng, Chu. Abstract This study has employed questionnaire method. The main purpose of this study is primarily to appreciate the relationship of members toward club facilities versus service quality regarding business clubs in five-star hotels in Taiwan. The objects of this survey includes members of business clubs from six five-star hotels. This study has made reference to the notion of service quality put forth by P.Z.B (1985), which has taken service quality considered as the gap between consumer and the service expectation and recognition. Reliability analysis and factor analysis are used to extract service quality factor and aspect, then t confirmation single factor variance analysis, Pearson relevancy analysis, and regression analysis are used to investigate consumption behavior of population statistic variables of club members and the relationship between service quality evaluation and integral service evaluation. In this study, the major results of the study are found as follows: 1. The service quality aspect of club members can be found in 5 aspects as professionalism, service and concern, facilities, trust and reliability, and safety and comfort. 2. Different population statistic variables among members share drastic outcomes with respect to service quality evaluation. 3. Members of different consumption behavior share drastic outcomes with respect to service quality evaluation. 4. There is prominent relationship between service quality evaluation to integral service evaluation. According to the analysis of this research, all aspects of sales services indeed will affect the entirety evaluation of the services. It is necessary that we have to strengthen the services of all aspects to promote the quality of services. By this way we can make the business club sustainable operate. Key words：Five-Star Hotel、Business Club、Service Quality、Satisfaction