Study on the Service Quality of Kinmen Minnan Building Bed & Breakfast

• Main Authors: Lu,Hsing-An, 呂幸安
• Other Authors: Hsu,Chang-hui
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/7nw7a4

碩士 === 國立高雄餐旅大學 === 餐旅研究所在職專班 === 107 === Tourism industry is the backbone of the local economy in Kinmen. This present study aims to explore tourists’ awareness towards the service quality of a local bed and breakfast with southern Fujian style for the promotion of the local food and tourism industry. To fully understand the importance and satisfaction of service quality of tourists with various backgrounds, the IPA Model (Importance-Performance Analysis Model) was adopted to investigate the factors which led to the success of aforementioned bed and breakfast and its needs for improvement. A total of 660 questionnaires were distributed with purposive sampling technique. After all questionnaires were collected and examined, 551 copies were effective and overall response rate was 84%. The collected data was analyzed by descriptive statistics, independent sample t-test, ANOVA and the IPA Model. Results of this study show that: 1. Tourists have a medium to high level of awareness on the importance of the service quality of this genre of bed and breakfast. 2. Tourists are generally satisfied with service quality of this genre of bed and breakfast. 3. Significant differences in the importance of the service quality are found to exist in tourists with different backgrounds. 4. Significant differences are also discovered in tourists with various backgrounds towards the service items and satisfaction of this genre of bed and breakfast. 5. “Reliability”, “Guarantee” and “Carefulness” are the three key factors for being successful. 6. Tourists of different ages, occupations and places of residence provide suggestions for immediate improvements on the service quality in all aspects of this genre of bed and breakfast. The research results can be used as a reference for improving the operations of the bed and breakfasts of southern Fujian style to enhance its quality and provide a more comfortable and satisfying accommodation to tourits.