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題名：旅館顧客滿意屬性矩陣之研究--比較日、美、中國大陸旅客之認知
書刊名：觀光研究學報
作者：黃純德／陳芳儀(Chen, Fang-yi) )
作者(外文)：Huang, Chun-te
出版日期：2004
卷期：10:2
頁次：頁1-19
主題關鍵詞：顧客滿意矩陣；旅館屬性；重要性/績效分析；服務屬性矩陣；Customer-satisfaction matrix；Hotel attributes；Service attribute matrix；Importance-performance analysis
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(8) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:8
  • 共同引用共同引用:0
  • 點閱點閱:35
本研究旨在探討旅館顧客滿意屬性矩陣概念，透過來台旅客問卷調查，獲取旅客選擇旅館時所重視之屬性及其滿意程度，引進顧客滿意屬性矩陣概念，衡量顧客滿意程度。進一步，比較各國重要性與滿意程度的認知差異與旅館顧客滿意屬性矩陣。本研究發現：在乾淨的房間、房內的舒適感、安全的房間、安靜的房間及整體的安全，是全體來台旅客認為最重要的旅館滿意屬性；在重要性程度的認知，共萃取六個因素構面為「客房品質」、「公共設施」、「服務品質」、「名聲商譽」、「接待服務」與「整體效率」等；對台灣地區觀光旅館而言，在顧客滿意屬性矩陣，其競爭優勢為客房品質、服務品質及整體效率等因素，並無明顯的競爭弱勢；在某些因素構面，日、美，日、中，美、中旅客之間，仍有顯著差異。可提供旅館業界、政府觀光行政單位在國際行銷上的決策參考。
The purpose of this research is to explore the concept of customer-satisfaction attribute matrix in the hotel industry. The six hotel attributes factors identified were: room quality, public facilities, service quality, name/reputation, reception service and overall efficiency. The customer-satisfaction matrix grids illustrated that the room quality, service quality, and overall efficiency factors fell into the competitive strength quadrant; public facilities, name/reputation, and reception service in the relative indifference quadrant. Room quality and service quality were found to be the determining factors for Japanese, American and Mainland Chinese travelers in their hotel customer satisfaction. By identifying the needs, desires, and expectations of different segments, Taiwan's international tourist hoteliers will be in a better position to develop tailor-made marketing strategies to cater for their target customers and to achieve competitive advantages. The results will benefit both industry practitioners and governmental tourism authorities in decision making on international marketing and management.
期刊論文
1.Barbara, A. A.、Jaffe, W.、Lin, L.(1994)。Purdue University, Use of the Service Attribute Matrix to Measure to Measure Consumer Satisfaction。Journal of Hospitality Research，17(2)，65-68。  new window
2.Yamamoto, D.、Gill, A. M.(1999)。Emerging trends in Japanese package tourism。Journal of Travel Research，38(2)，134-143。  new window
3.Yuksel, A.、Rimington, M.(1998)。Customer Satisfaction Measurement。Cornell Hotel and Restaurant Administration Quarterly，39(6)，60-72。  new window
4.Chu, Raymond K. S.、Choi, Tat(2000)。An Importance-performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers。Tourism Management，21(4)，363-377。  new window
5.Choi, T.、Chu, R. K. S.(2000)。Levels of Satisfaction among Asian and Western Travelers。The International Journal of Quality and Reliability Management，17(2)，116-131。  new window
6.Weber, K.(2000)。Meeting Planners' Perceptions of Hotel-Chain Practices and Benefits: An Importance-Performance Analysis。Cornell Hotel and Restaurant Administration Quarterly，41(4)，32-39。  new window
7.Oh, H.、Parks, S. C.(1997)。Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry。Hospitality Research Journal，20(3)，35-64。  new window
8.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
9.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review，32(3)，39-48。  new window
10.Barsky, Jonathan D.、Labagh, Richard(1992)。A strategy for customer satisfaction。The Cornell Hotel and Restaurant Administration Quarterly，33(5)，32-40。  new window
11.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing，41(1)，77-79。  new window
12.Woodruff, R. B.(1993)。Developing and Applying Consumer Satisfaction Knowledge: Implications for Future Research。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，6，1-11。  new window
13.Keyt, J. C.、Yavas, U.、Riecken, G.(1994)。Importance-performance analysis: A case study in restaurant positioning。International Journal of Retail and Distribution Management，22(5)，35-40。  new window
14.Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal，19(3)，1-25。  new window
15.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
16.Hofstede, Geert H.、Bond, Michael Harris(1988)。The Confucius Connection: From Cultural Roots to Economic Growth。Organizational Dynamics，16(4)，5-21。  new window
17.Oh, Haemoon(2001)。Revisiting importance-performance analysis。Tourism Management，22(6)，617-627。  new window
18.Oh, Haemoon(1999)。Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective。International Journal of Hospitality Management，18(1)，67-82。  new window
19.Chapman, Randall G.(1993)。Brand performance comparatives。The Journal of Product & Brand Management，2(1)，42-50。  new window
20.Huang, J. H.、Huang, C. T.、Wu, S.(1996)。National Character and Response to Unsatisfactory Hotel Service。International Journal of Hospitality Management，15(3)，299-243。  new window
21.Knutson, B. J.(1988)。Frequent Travelers: Making Them Happy and Bringing Them Back。The Cornell Hotel and Restaurant Administration Quarterly，29(1)，83-87。  new window
圖書
1.Albrecht, K.、Bradford, L. J.(1990)。The Service advantage: How to identity and fulfill customer needs。Homewood, IL。  new window
2.潘中道、郭俊賢(2000)。行為科學統計學。臺北：雙葉書廊。  延伸查詢new window
3.Fishbein, M.、Ajzen, I.(1980)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley。  new window
4.Hofstede, Geert H.(1980)。Culture's consequences: International differences in work-related values。Beverly Hills, California：Sage。  new window
其他
1.交通部觀光局(2002)。中華民國九十年台灣地區國際觀光旅館營運分析報告。  延伸查詢new window
2.Alpert, M. I.(1971)。Identification of Determinant Attributes: A Comparison of Models。  new window
3.Ananth, M., DeMicco, F. J., Moreo, P. J., & Howey, R. M.(1992)。Marketplace Lodging Needs of Mature Travelers。  new window
4.Atkinson, A.(1988)。Answering the Eternal Question: What Dose the Customer Want?。  new window
5.Balaz, V.(1998)。Japanese Tourists in Transition Countries of Central Europe: Present Behaviour and Future Trends。  new window
6.Cadotte, E. R., & Turgeon, N.(1988)。Key Factor in Guest Satisfaction。  new window
7.Callan, R. J.(1998)。Attributional Analysis of Customers' Hotel Selection Criteria by U.K. Grading Scheme Categories。  new window
8.Cho, M.(2001)。Japanese, U.S. Tourists: Culture and Hotel Selections。  new window
9.Erevelles, S., & Leavitt, C.(1992)。A Comparison for Current Models of Consumer Satisfaction/Dissatisfaction。  new window
10.Gundersen, M. G., Heide, M., & Olsson, U. H.(1996)。Hotel Guest Satisfaction among Business Travelers。  new window
11.Heide, M., Gronhaug, K., & Engset, M. G.(1999)。Industry Specific Measurement of Consumer Satisfaction: Experiences from the Business Travelling Industry。  new window
12.Heung, V. C. S.(2000)。Satisfaction levels of Mainland Chinese travelers with Hong Kong hotel services。  new window
13.Hu, C., & Hiemstra, S. J.(1996)。Hybrid Conjoint Analysis as a Research Technique to Measure Meeting Planners' Preferences in Hotel Selection。  new window
14.Jaccard, J., Brinberg, D., & Ackerman, L. J.(1986)。Assessing Attribute Importance: A Comparison of Six Methods。  new window
15.LeBlanc, G., & Nguyen, N.(1996)。An Examination of the Factors that Signal Hotel Image to Travelers。  new window
16.Lewis, R.C.(1985a)。Getting the Most from Marketing Research, Part V: Predicting Hotel Choice; The Factors Underlying Perception。  new window
17.Lewis, R. C.(1985b)。Getting the Most from Marketing Research, Part VI: The Market Position: Mapping Guests’ Perceptions of Hotel Operations。  new window
18.Lewis, R.C., Chambers, R.E., & Chacko, H.E.(2000)。Marketing Leadership in Hospitality --- Foundations and Practices。  new window
19.Martin, D. W.(1995)。An Importance-Performance Analysis of Service Providers' Perception of Quality Service in the Hotel Industry。  new window
20.Nakata, C., & Sivakumar, K.(1996)。National Culture and New Product Development: An Integrative Review。  new window
21.Olsen, M., West, J., & Tse, E. C. Y.(1998)。Strategic Management in the Hospitality Industry。  new window
22.Rivers, M. J., Toh, R. S., & Alaoui, M.(1991)。Frequent-Stayer Programs: The Demographic, Behavioral, and Attitudinal Characteristics of Hotel Steady Sleepers。  new window
23.Vallen, G. K., & Vallen, J. J.(2000)。Check-In Check-Out。  new window
24.Wuest, B. E. S., Tas, R. F., & Emenheiser, D. A.(1996)。What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?。  new window
25.Yavas, U.(1999)。Modified Importance-Performance Analysis: An Exposition and Illustration。  new window
 
 
 
 
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