| Summary: | 碩士 === 國立臺灣大學 === 農業經濟學研究所 === 101 === The quality of service is one of the most important outputs of the service industry. Quality is directly associated with the company’s profits, productivity, and customer satisfaction. After reviewing past literature, it is evident that most studies on service quality focused on the contributing factors or the relationship between service quality and business performance. Limited discussion attempted to establish the linkage between service quality measures and operational efficiency. Furthermore, most discussions on employee job satisfaction emphasized on the positive/negative relationship between quality of service and individual or organizational achievements. Studies on the correlation between employee’s job satisfaction and business operational achievements had been sparse.
The major intent of this thesis is to incorporate service quality and employee satisfaction into efficiency measurement for international tourist hotels. We utilize three-step data envelopment analysis to measure hotel operational efficiency adjusting for output quality. In the first step, unadjusted efficiency scores are calculated. Step two regress total input slacks on environmental factors and output quality through the Tobit regression. Step three calculates the efficiency scores adjusting for output quality and compares the differences in pre- and post-adjustment efficiency measures. As for employee job satisfaction, principal component analysis is used to capture the factors affecting to job satisfaction level. What followed is an in-depth correlation analysis on operational efficiency and job satisfaction.
The empirical results indicate that overall hotel operational efficiency declines slightly with output quality adjusted. Moreover, further classification of hotel according to operation scale led to different results. Efficiency scores increase for large-scale hotels. However a decrease in the efficiency scores for mid-and small-scale hotels were observed. In analyzing the relationship between different perspectives of job satisfaction and operational efficiency, it is found that work environment, work nature, and management style are determinant factors for operational efficiency. On the other hand, among the 9 perspectives of job satisfaction, employee’s perception of enterprise image appeared to have the lowest correlations with hotel’s operational efficiency.
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