| Summary: | 碩士 === 文藻外語學院 === 國際事業暨文化交流研究所 === 101 === Nowadays, it is common for a corporation to be international. The executive of an international business has to consider many factors while making an operational strategey, such as culture, economy, and society. Radium Kagaya is the first Japanese style hot spring hotel in Taiwan. To understand the gap between customers' expected service and perceived service towards this hotel, the study refers to service quality gap model. Furthermore, the study aims to examine the gaps happen in setting SOP and delivering service. The study adopts in-depth interview, participant observation, and questionnaire survey to bring out some suggestions for this hotel. The suggestions are as follow:
1. To understand customers' need, and provide customized service for each target market.
2. To hire a full-time staff in charge of formulating the corporate-level strategy.
3. To reinforce education and training programs toward part-time staff, and offer them better welfare.
4. To reset pricing mechanism for accommodation and hot spring bath.
5. To intensify advertisement, and establish a message board on its website.
6. To utilize local resource and develop a package tour.
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