為提升台灣溫泉渡假村服務品質，本研究提出一套內外資源分析方法。針對台灣溫泉度假村及溫泉旅館之服務品質，包含：內部硬體、外部硬體與經營環境等層面，分析溫泉渡假村之服務需求與改善機會。本方法設計以台中市谷關區某溫泉度假村為例，自消費者廣泛蒐集溫泉旅館服務需求、自溫泉業者瞭解溫泉旅館成功案例滿足服務需求的條件，首先整理出在消費者的心中，對於台灣區溫泉旅館的服務條件，由整體環境面、旅館內外部硬體設備面，以及旅館軟體服務面的標準需求滿足為何。接著透過積分評比的方式，整理出一套用來協助個案公司各項服務需求的評分標準，並交叉比對台中市谷關區兩間成功案例個案公司的服務經營方針。進而了解個案公司相對服務品質與優缺點，並提出改善建議。期望這一套消費者需求分析與服務經營比對方法及企業轉型的建議，可以作為台灣溫泉產業未來發展提升服務品質的參考。 / In order to improve the service quality of Hot Spring resorts in Taiwan, this research analyzed internal and external resources and proposes a methodology to help Hot Spring resorts in Taiwan understand their customer needs and evaluate their competitiveness. The resources for service offering in Hot Spring resorts include internal hardware (building structures and facilities), external environment (geographic locations). Using case company A, this study collected service needs from customers, evaluated and organized the data to build customer insights. Then, by cross-case analysis on competitors the study learned success factors of service provided. Finally by consolidating customer needs, competitor strategies, and evaluation of company competitiveness improvements were initiated. It is hoped that the proposed methodology can be a useful quality improvement approach for Hot Spring resorts in Taiwan.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0101380002 |
| Creators | 劉伯彥, JERRY LIU |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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