In the global economic development, mostly, the output values of the service industries in advanced countries have accounted for more than 60% of the GDP. In recent years, owing to the prosperous development of the service industry in Taiwan, according to the statistics of Directorate General of Budget Accounting and Statistics, Executive Yuan, in 2002, the GDP of service industry has accounted for 67.0% of that of the entire industries. This speaks for the importance of service industry in national economic development. According to the analysis of the World Tourism Organization for 2000, ¡§tourism¡¨ has become the primary source of many countries in earning foreign exchange. In terms of the foreign exchange earnings of the countries over the world, tourism income has accounted for 8% of the said earnings. This indicates that the tourist hotels industry which provides the functions such as accommodation, food & beverage, recreation, and entertainment could be considered the service industry with great developmental potentiality. The guests of Guan-zi-ling Toong Mao Spa Resort were invited to participate in this research survey for investigating the customer satisfaction towards the room service quality of resort hotels. Totalizing 440 questionnaires were sent out, and 233 returned (a response rate of 52.96%), from which 222 were valid (a valid response rate of 50.46%).
After analyzing the data with reliability analysis, descriptive statistics, difference analysis, and correlation analysis, the following findings were concluded:
(1)Room service is taken by the guests as the major factor in choosing resort hotels, among which the cleanness of bed sheet, blanket, and pillow; the cleanness of guestrooms environment and facilities; the facilities functions of guestrooms and baths; the cleanness of bath environment and facilities; and the neatness and sufficiency of guestrooms and baths facilities are especially valued.
(2)There are significant differences in the expected service valued by various guests towards different dimensions: the guests of various education levels, occupations, and family incomes towards the operator; the guests of various ages, family incomes, and places of dwelling towards room reservations; the guests of various ages, occupations, and places of dwelling towards front desk service; the guests from various places of dwelling towards service center; and the guests of various occupations, family incomes, and places of dwelling towards room service.
(3)There are significant differences in the perceived satisfaction of various guests towards different service dimensions: the guests of various ages and places of dwelling towards the operator; the guests of various education levels and family incomes towards room reservations; the guests of various occupations towards front desk service; the guests of various occupations, family incomes, places of dwelling towards service center; and the guests of various ages and places of dwelling towards room service.
(4) There are significant differences in the guests of various ages, occupations, and places of dwelling towards the entire satisfaction of service quality; and in the entire customer loyalty of the guests of various ages, education levels, occupations, and family incomes.
(5) There are significant relations between the customer satisfaction and customer loyalty of Guan-zi-ling Toong Mao Spa Resort.
Finally, concrete suggestions were proposed as the references for the business, administrative organizations of tourism, and follow-up researches.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0629104-223509 |
| Date | 29 June 2004 |
| Creators | Tsai, Ching-hsun |
| Contributors | Bih-shiaw Jaw, Kuo-jen Su, Liang-chih Huang |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0629104-223509 |
| Rights | not_available, Copyright information available at source archive |
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