A Study of Appropriateness of Hotel Star Rating Service Quality Criteria on Motels–A Case Study of Motels in Kaohsiung

• Main Authors: Yu-Jen Chang, 張佑任
• Other Authors: Yi-Min Li
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/8j396c

碩士 === 國立高雄應用科技大學 === 觀光與餐旅管理研究所 === 104 === In recent years, Taiwan's tourism industry has developed into products refining, services customizing, and staff professionalizing. As the traditional industries gradually transform and the demand for human resources for tourism increases, Hotel star-rating system becomes the necessary strategy for hotels in Taiwan to catch the trend and improve service quality to come up to international standards.From 2009, Taiwan begins to implement hotel star-rating system. Motels, as one of the most important and versatile sector of the hotel industry, have joined the rating system. However, due to its operational nature, motels find star rating service quality criteria create problems when they are applying the criteria. To explore appropriateness of star rating service quality criteria on motels, this study, after identifying research topics and characteristics, the research applied the Delphi Method as data collecting method. The returned questionnaires and were measured and systematically analyzed. The study results find that certain dimensions of the star rating service quality criteria such as counter service, luggage service, and valet service, due to different operation procedure and nature from hotels, are unsuitable for motels. Finally, the study results could be taken as reference for reforming hotel star rating service quality criteria for motels. Keywords: Hotel Star-rating System, Motel, Delphi Method