碩士 / 明新科技大學 / 服務事業管理研究所 / 102 / The purpose of this research was to explore the relationship of service encounter and customer satisfaction on hotel spring hotel.Through the going of studying, it will contribute to understanding that the important of service encounter of hotel spring hotel.
This study on customers who check-in to the Sun Spring Resort in Ilan Area was surveyed by questionnaires. A total of 400 questionnaires were issued and 350 valid samples was used. The rate of recovery was 88% . By using SPSS 19.0 statistical analysis tools, reliability and validity analysis,descriptive statistics, correlation analysis,one-way ANOVA and regression analysis method structural service encounter model were tested.
According to the statistics analysis, we found out (1) different personal details were significant differences in service encounter and customer satisfaction.(2)service encounter is the important factor for customer satisfaction evaluation , therefor, service attitude , professional skill, or the facilities in hotel all can influence on customer for hotel satisfaction level. (3)Spa hotel service staff let customer felt fast, warm, intimate and has good attitude , the facilities of hot- spring are complete , let customer has diverse selection , public bathhouse were clean and tidy,spa pure water, make customer satisfaction are greatly improved.(4)Spa hotel service processes can be divided into front desk, room service, restaurant service, spa amenities, services, both in contact with each process will affect the level of customer satisfaction, the researchers focusing on the topic as further studies of reference.
| Identifer | oai:union.ndltd.org:TW/102MHIT0823014 |
| Date | January 2014 |
| Creators | YEH HSIN-WEI, 葉昕瑋 |
| Contributors | Lin Chih Yuan, 林致遠 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 94 |
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