Motel's Service Quality and Customer Satisfaction Study-The Case of A Motel in Hsinchu District

• Main Authors: YU,CHING-CHING, 游晶晶
• Other Authors: CHEN, MENG-GU
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/s7rc6z

碩士 === 台北海洋科技大學 === 海洋休閒觀光系碩士班 === 107 === In the past few decades, Taiwan’s economy has grown rapidly. In addition, the government has implemented a two-day break, and the Chinese people have begun to pay attention to leisure and entertainment. Therefore, the hotel industry has a big position in the tourism and leisure industry, and the number of operators is increasing day by day. So the quality of service becomes an important factor for consumers’ satisfaction The purpose of this research is to study the service quality and consumer satisfaction of A Motel in Hsinchu District. To release 400 questionnaires for collecting the sample from consumers in A Motel. The actual effective recovery questionnaire was 385, and the effective recovery rate was 96.25%. Filed and encoded the effective questionnaires from recycling, using SPSS statistical software as a statistical analysis tool for statistics data, statistical analysis of motel service quality and consumer satisfaction, using reliability and validity analysis, descriptive statistics, single factor analysis of variance and regression analysis to analyze the correlation between different consumer characteristics for service quality and consumer satisfaction. As the results summarize as follows: 1. The research results show that consumers in A Motel in Hsinchu area are in service quality. In terms of feelings, the feeling of "Service attitude" is the best, followed by " Appearance mark ", followed by " Concerned about needs" and finally " Internal equipment". There is a fairly shared feeling in the overall satisfaction of consumers. Second, the research found that the consumer characteristics of A motel service quality analysis of the facet, consumers of different ages in the " Service attitude ", " Concerned about needs" service quality has significant differences. Third, the research results show that the various facets of service quality and consumer satisfaction have a high degree of positive correlation. Finally, based on the results of the study, specific recommendations for improving the training of soft and hard equipment and strengthening service personnel were proposed for the A Motel in Hsinchu District as a reference for business strategy. Keywords: Motel, Service Quality, Consumer Satisfaction