| Summary: | 碩士 === 國立暨南國際大學 === 兩岸高階主管經營管理境外碩士在職學位學程 === 106 === This study takes Nantou Legal B&B as the research object, and uses the information of the five online travel agent (OTA) to select the negative evaluation data as the text. Through the content analysis method, it summarizes the negative evaluation type of Nantou B&B customers and uses the PZB model. The service gap theory explores the reasons for the formation of negative evaluations. The study found that Nantou B&B's customer negative evaluation type can be divided into seven categories and 26 sub-categories, which are room quality, bathroom quality, meal quality, ancillary facilities, customer management, transportation convenience, and prices. The total cost of the room, the quality of the bathroom and the quality of the meal accounted for 79.3% of all negative reviews. The negative reviews was caused by "service specification gap" (37.5%) and the "service delivery gap". (30%), "external communication gap" (20%), "customer knowledge gap" (12.5%); this study also found that many negative evaluations were caused by multiple gaps at the same time. At the end of the study, suggestions for improving the quality of the hotel's services and recommendations for the future counseling of Nantou B&B were also proposed.
|
|---|
