The service quality evaluation of Mongolian hotels through applying Kano model and IPA

• Main Authors: Orgilmaa Damdindorj, 奥莉瑪
• Other Authors: Man-Shin Cheng
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/c67qaq

碩士 === 國立虎尾科技大學 === 企業管理系經營管理碩士班 === 105 === This study aimed to investigate the service quality expectations and perceptions of high rated hotels’ customers, examine whether the quality dimensions included in the SERVQUAL model with classifying the customer expectations by using the Kano model to realize different types of quality characteristics. The service quality attributes of hotels with regard to their effects on customer satisfaction by integrating importance-performance analysis (IPA) was applied. The questionnaire was collected from 153 respondents who are stayed in four or five-star hotels in Mongolia. The result of this study based on the Kano model, there are fifteen must-be need attributes and eight one-dimensional need attributes. Then explored characteristics of service quality and suggest strategy of direct interpretation through IPA for the hotel managers.