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題名：台灣國際觀光旅館永續績效評估關鍵因素之研究
作者：曾筱懿 引用關係
作者(外文)：Tseng, Hsiao Yi
校院名稱：國立嘉義大學
系所名稱：企業管理學系
指導教授：吳泓怡
學位類別：博士
出版日期：2017
主題關鍵詞：國際觀光旅館；永續平衡計分卡；模糊德爾菲法；Kano二維品質模式；模糊層級分析法；VIKOR折衷排序法；International Tourist Hotel；Sustainable Balanced Scorecard；Fuzzy Delphi Method；Kano model；Fuzzy Analytic Hierarchy Process (FAHP)；VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR)
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隨著環保意識與永續發展趨勢日益受到重視，各行業面臨高度競爭的環境與永續經營的問題，而為觀光事業核心之旅館業者，尤其國際觀光旅館，相較於其他行業，在環境資源有限下，者於追求利潤同時，更應為地球社會盡一份努力，加深與強化其對環境及社會責任意識。鑑此，本研究以台灣競爭激烈與多變經營環境的國際觀光旅館為研究對象，採用多準則決策分析方法，建構具一致性與系統化的永續經營績效評估分析模式。本研究企圖導入永續發展概念，結合傳統平衡計分卡，成為包含「永續性」、「財務」、「顧客」、「內部流程」與「學習成長」五大永續平衡計分卡構面為評估架構；即先以文獻回顧與學者專家意見諮詢，初步分析歸納出五大構面32項評估指標。其次，以模糊德爾菲法(Fuzzy Delphi Method, FDM)專家問卷分析，篩選出25項績效評估關鍵指標(門檻值為8)。接著運用修正Kano二維永續經營模式，分析得出12項「線性永續經營要素」、3項「當然永續經營要素」，以及3項「魅力永續經營要素」共18項重要關鍵指標。另透過運用模糊層級分析法 (Fuzzy Analytic hierarchy Process, FAHP) 專家意見共識分析，求得國際觀光旅館永續績效評估指標相對權重，發掘關鍵評估構面順序是「顧客」、「永續性」、「內部流程」、「財務」、及「學習成長」；前五項重要指標則依序為「服務品質」、「解決顧客問題效率」、「處理顧客抱怨及時性」、「保障環境人權」與「客房利用率」。最後，以折衷排序法(VIKOR) 針對三家國際觀光旅館績效評比之實證分析。依據本研究分析結果，建議從事旅館相關業者，應首重企業整體之經營規劃，將「以客為尊」的理念深入經營理念中，將「永續性」導入經營策略的推展，並且提供創新的服務，以「服務取向」、「品質取向」吸引顧客的青睞。此外，依據本研究所建構之評估模式作為旅館業者永續績效分析之自我評估工具，其權衡各項永續績效指標表現分析結果，可提供旅館業作為制定競爭策略及永續經營之重要參考。
As the environmental awareness and the trend of sustainable development growing, all the industries are facing a highly competitive environment and the issues of sustainable management. Hotel owners play a core role in the tourism industry, as to making profits with limited resource compared with other industries, the international hotel owners should make more effort in global society and strengthen the awareness of social responsibility as well as the environment. Therefore, this study aims to investigate the international hotels with competitive and variable environment in Taiwan. The Multiple Criteria Decision-Making (MCDM) approach is used to construct the consistent and systematic evaluation model of sustainable performance. This research incorporates the concept of sustainability and combines it with the traditional Balanced Scorecard into five dimensions, “Sustainability”, “Finances”, “Customers”, “Internal Process”, and “Learning and Growth” as the evaluation structure. First, based on the five dimensions, 32 evaluation criteria were summarized from literature review and comments from experts and scholars. Secondly, with the consensus of the experts’ opinions, 25 key evaluation criteria were selected (The threshold is 8) by the Fuzzy Delphi Method (FDM). Thirdly, using Kano two-dimensional model, 18 important key criteria were classified, including 12 “One dimension sustainability performance attribute”, 3 “Must-be sustainability performance attribute” and 3 “Attractive sustainability performance attribute”. In addition, Fuzzy Analytic Hierarchy Process (FAHP) was used to obtain the relative weight evaluation criteria for international hotels. The priority of evaluation dimensions are “Customers”, “Sustainability”, “Internal Process”, “Finances”, and “Learning and Growth”. The top five criteria are “Service quality”, “The efficiency of customer service”, “The prompt resolution of customers’ complaints”, “Environmental human right protection”, and “The utilization rate of room”. Finally, three international hotels were taken as examples to be analyzed by VIKOR. According to the result of this study, it is suggested that the hotel owners should put “Customer” as the first priority into the management plan and integrate “Sustainability” into the business strategy. It is also important to offer innovative services; “Service orientation” and “Quality orientation” are the main thoughts to attract customers. Furthermore, the proposed evaluation model can be used as a self-evaluation tool of sustainable performance analyses for hotel industry. The analytical results of the sustainable performance can be provided to the hotel industry as an important reference for development of competitive strategies and sustainable management.
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