| Summary: | 碩士 === 朝陽科技大學 === 企業管理系 === 106 === In accordance with the growth of economy and the implementation of two days off a week, the activity pattern has been changed on the weekend. To pursue entertainments and high quality service that is one of the important things of consumption trends. The service quality is more important to operation of homestay dealer. Due to the fact that both the customers and the dealers are based on perceptions of situations, expectation gap is produced when the perceptions of the accommodation service diverge. According to the different perception, that will lead to tourists’s willingness to visit again if the tourists are unsatisfied.
In this study, the sample sources are from the respond of tourists who really stay in Qingcheng Grage. The questionnaire survey was designed for tourists demanded and operation of homestay. The service quality of homestay was examined by Parasuraman, Zeithmal and Berry who proposed the “service quality model” (PZB model) and SERVQUAL. The research results that can be respected to improve the efficiency and enhanced the service quality through the descriptive statistics, Chi-square test, reliability and validity analysis, logistic regression analysis and performance evaluation matrix (PEM)…etc.
In this research, Qingcheng Grage can meet customer expectation in the majority, but it still has the issue of excess resources and insufficient resources. 11 service quality items should be maintained, 1 item should be improved immediately, and 8 items are excess resource from PEM analysis. In this study, the policy is made to improve the service quality of homestay and the results as the reference of the homestay development can be supplied to homestay dealers in the future.
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