An Evaluation of Service Performance for the Homestay Industry－Case Study of Futen House in Miaoli

• Main Authors: Tian-Chin Liao, 廖添進
• Other Authors: Yu-Liang Tseng
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/41969005857712771524

碩士 === 朝陽科技大學 === 休閒事業管理系碩士班 === 97 === In Taiwan, lifestyle is gradually changing due to the development of economy and completive market. Pursuing a higher service quality is the major consumer trend for many Taiwanese people. Also, home stay owners pointed out that how to provide quality service has become an important issue in lodging business. The quality service provides by the home stay owners might not fulfill customers’ expectations and results the failure in keeping customers. This research is aimed to investigate home stay quality of Miaoli Futen House using “the mode of service quality” by Parasuraman, Zeithmal and Berry (PZB) and SEVQUAL questionnaire. Feature information regarding home stay was also collected followed by the interviews to random visitors. The results serve as a reference for the home stay owners to improve their service quality and for the potential investors of home stay to set up their business. Statistics analysis includes descriptive statistics, inferential statistics (Reliability, Validity, Logistic Regression, One Way ANOVA, Factor) and Importance-performance Degree analysis were performed using SPSS v12.0. The results indicated that the owner of Miaoli Futen House knew that consumers expect a higher service quality, but still fail to provide quality service in conducting quality control and providing quality facility. Eighteen service qualities out of 25 are satisfied by the consumers. Four service qualities regarding the insufficient resources need to be improved immediately. The other 3 qualities also need to be improved are pending on the budget and will be improved once the necessity is confirmed. In conclusion, it is important for Miaoli Futen House to find out the problems and apply immediate solution to keep the business running.