Constructing Assessment Indicators of Facility and Service Quality of Five-Star Hotel

• Main Authors: YAO CHIA-HUA, 姚家華
• Other Authors: Shu-Ching Hsu Ph.D
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/86610017474572798954

碩士 === 崇右技術學院 === 經營管理研究所 === 104 === Abstract Title : Constructing Assessment Indicators of Factility and Service Quality Of Five-Star Hotel Pages : 98 School :Chungyu Institute of Technology Department : Graduate Institute of Bussiness Administration Time : May,2016 Degree : Master Researcher : Yao Chia-Hua Advisor : Shu-Ching Hsu Ph.D.;Zhi-Wei Qiu Ph.D. Keywords : Analytic Hierarchy Process (AHP), Delphi Method, Five-Star Hotels, Quality of Service. This research is to construct equipment and service quality evaluation indices to provide business operators of five-star hotels with the basis for improving the quality of equipment and services. This research uses the technique proposed by Murry & Hammons in 1995 of using the Delphi and Delphi method to construct the official expert questionnaire, as supplemented by Thomas Saaty in his 1971 proposed program-level analysis process (AHP). Experts of industry, government officials, and professors identified four important facets that characterize the facilities and quality of service shared by five-star hotels, listed here in order of importance: "Environment and facilities", "product quality”," the quality of human interrelationships", and “diversification of services”. These analyses and study results will be provided to the business operators of five-star hotels as an aid for making decisions to enhance the future quality of facilities and services.