Investigate the Critical Factors of Service Quality for Mature Traveler-An Example on Hot Spring Hotels in Jiaosi Township

• Main Authors: Lin, Chih-Pei, 林智培
• Other Authors: Chen, Chih-Hsien
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/7p5ed8

碩士 === 佛光大學 === 管理學系 === 102 === Taiwan's population is aging rapidly, it will become an aging society in 2018. According to Tourism Bureau, over the age of 60 has become the main target of domestic travel. In recent years, hot spring hotels flourish in Jiaosi hot spring area, with hot spring tour itinerary is loved by the Taiwanese. However, it's not popular to investigate the critical factors of service quality for Mature Age traveler. Therefore, the motivation of this study is to improve the service quality of the hot spring hotel for the response to market demand for mature age. The main purpose of this study is applying Quality Function Deployment (QFD) to find out the improvement ranking of critical service quality for mature age in hot spring hotel. This study construction the critical factors of service quality for mature by literature review, including SERVQUAL scale and Perceived Value scale. Then, we use questionnaire to construct the customer needs, and use Analytic Hierarchy Process (AHP) to get sequence and weight by experts questionnaire. Finally, the critical factors of service quality is revealed by integrating the individual attributes of mature age and correlation matrix. From the empirical survey, the critical factors of service quality for mature age are Behavior Cost And Monetary Price, Service Attitude of Staff, Individual Emotional Response, Quality Assurance, The Needs of Mature Age, Bathroom Safety Facilities, Vision Aging Factors and Healthcare Facilities. The sequence and weight from the view of hot spring hotel managers are Quality Assurance (0.319), Bathroom Safety Facilities (0.209), Service Attitude of Staff (0.1), Behavior Price And Monetary Price (0.1), The Needs of Mature Age (0.0955), Individual Emotional Response (0.081), Vision Aging Factors (0.048) and Healthcare Facilities (0.047). Therefore, the results of this research in addition to providing hot spring hotel of reference as to improve service quality, but also as a follow-up to investigate the service quality of seniors for hot spring tourism.