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題名：Applying the Kano Model of Service Quality in Hotel Management
書刊名：運動休閒管理學報
作者：李蕙貞 引用關係
作者(外文)：Lee, Hui-chen
出版日期：2015
卷期：12:1
頁次：頁57-68
主題關鍵詞：顧客滿意係數；滿意指標；四象限圖；Customer satisfaction coefficient；Satisfaction index；Quadrantal diagram
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
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  • 點閱點閱:12
本研究的目的主要是探討顧客對於飯店的服務品質的看法。人數總計167位有效的受試者。本研究採用二維模式之飯店服務品質問卷，作為了解顧客飯店服務品質屬性之歸類。運用顧客滿意係數的改善指標公式，計算增加顧客滿意指標與降低不滿意指標，結合四象限圖找出各題組的服務品質滿意與不滿意程度大小為依據，作為改善飯店服務品質優先順序之決策。本研究發現「有意願解決您的問題」、「提供準確完善的服務」、「清楚地通知服務的時間」、「提供準時的服務」、「銘記您的愛好」、「了解您特定的需求」、「提供個人親切的服務」、「有空適時回應您的問題」、「提供清楚的資訊」、「能夠確實回答您的問題」、「謙和有禮」、「價格實惠」、「乾淨整齊」等13要素是影響顧客對於飯店服務品質的重要因素。根據研究結果，本研究結論發現並非所有的服務品質要素能確實改善顧客對於飯店服務品質的感受，僅四象限圖中的第一象限的要素才是影響飯店服務品質之關鍵，本研究亦對飯店服務品質與後續相關研究提出一些建議。
The purpose of the study was to investigate the perspectives of the customers regarding to the service quality of hotel. One hundred and sixty seven valid customers participated in the study. In order to understand the service quality attributes of hotel customers, the service quality questionnaire for hotel management were formed by utilizing the Kano model. After classifying the service quality elements, customer satisfaction coefficient model was used to calculate the satisfaction increment index (SII) and dissatisfaction decrement index (DDI). Then, quadrant diagram was applied after calculating the average rankings for each SII and DDI to improve the service quality of hotel management. The results indicated as: “is interested in solving your problems,” “provides you a service without mistakes,” “inform you of the time when a service will be performed,＂ “provides services without delays,” “has your best interest in mind,” “understands your specific needs,” “ provides personal attention,” “has time to answer your questions,” “offer you clear information,” “is able to answer your question,” “is polite,” “has reasonable price,” and “is clean and tidy,” these thirteen service quality elements were the important factors for affecting the service quality of hotel customers. The study concluded that most of the service quality elements could not firmly improve the satisfactions of the hotel customers, diagram one in the quadrant diagram was the key point for affecting service quality of hotel customers. Therefore, suggestions on managerial meanings were proposed for increasing the service quality of hotel management and recommendation for further researches were also discussed.
期刊論文
1.Chang, K. C.、Chen, M. C.(2011)。Applying the Kano model and QFD to explore customer's brand contacts in the hotel business: A study of a hot spring hotel。Total Quality Management，22(1)，1-27。  new window
2.Chen, Ling-Hsiu、Kuo, Ying-Feng(2011)。Understanding e-learning service quality of a commercial bank by using Kano's model。Total Quality Management & Business Excellence，22(1)，99-116。  new window
3.Huang, Y. F.、Kuo, C. S.(2007)。Using Kano's model and green marketing viewpoint to investigate the customer demand of organic specialty store。Quality Magazine，43(7)，46-53。  new window
4.Kuo, Y. F.(2004)。Integrating Kano's model into web-community service quality。Total Quality Management，3(2)，123-128。  new window
5.Lansing, P.、De Vries, P.(2007)。Sustainable tourism: Ethical alternative or marketing ploy。Journal for Business Ethics，72(1)，77-85。  new window
6.Liu, M. S.(2008)。Case study of education quality in a University of Technology - Using two-dimensional Kano method。Journal of Quality，15(1)，39-61。  new window
7.Markovic, Suzana、Raspor, Sanja(2010)。Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry。Management，5(3)，195-209。  new window
8.Poling, B.(2006)。Tourism drove $6.5 trillion in economic activity in '05。Travel Weekly，65(15)，28-28。  new window
9.Rita, S.、Ganesan, V.(2010)。Assessment of QOS for public bus transport system - A SERVQUAL based Kano approach。Advances in Management，3(4)，32-42。  new window
10.Taylor, I.(2006)。Sector will grow 4.6%。Travel Weekly: The Choice of Travel Professionals，1812，26。  new window
11.Wu, Y. H.、Lin, C. W.、Yang, S. M.、Chen, Y. C.(2008)。The research for the Taipei Starbucks customer demand of coffee chain stores - Based on the framework of Kano's model and experiential marketing。Journal of Customer Satisfaction，4(1)，69-88。  new window
12.Lee, Y. H.、Chen, T. L.(2006)。A Kano Two-Dimensional Quality Model in Taiwan's Hot Spring Hotels Service Quality Evaluations。Journal of American Academy of Business，8(2)，301-320。  new window
13.Kandampully, J.(1998)。Service quality to service loyalty: A relationship that goes beyond customer service。Total Quality Management，9(6)，431-443。  new window
14.Kouthouris, Charilaos、Alexandris, Konstantinos(2005)。Can Service Quality Predict Customer Satisfaction and Behavioral Intentions in the Sport Tourism Industry? An Application of the SERVQUAL Model in an Outdoors Setting。Journal of Sport Tourism，10(2)，101-111。  new window
15.Tan, K. C.、Shen, X. X.(2000)。Integrating Kano's model in the planning matrix of quality function deployment。Total Quality Management，11(8)，1141-1151。  new window
16.Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality，11(6)，418-430。  new window
17.MacKay, K. J.、Crompton, J. L.(1988)。A Conceptual Model of Consumer Evaluation of Recreation Service Quality。Leisure Studies，7(1)，40-49。  new window
18.Berger, C.、Blauth, R.、Boger, D.、Bolster, C.、Burchill, G.、DuMouchel, W.、Pouliot, F.、Richter, R.、Rubinoff, A.、Shen, D.、Timko, M.、Walden, D.(1993)。Kano's Methods for Understanding Customer-defined Quality。The Center for Quality Management Journal，2(4)，3-36。  new window
19.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation，18(1)，25-38。  new window
20.Shonk, D. J.、Chelladurai, P.(2008)。Service Quality, Satisfaction, and Intent to Return in Event Sport Tourism。Journal of Sport Management，22(5)，587-602。  new window
21.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
22.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。  延伸查詢new window
學位論文
1.Hu, C. P.(2004)。The research for the customer demand of large chain bookstores - Based on framework of Kano's model and experiential marketing(碩士論文)。Chaoyang University of Techonology，Taichung, Taiwan。  new window
圖書
1.Goeldner, C. R.、Ritchie, J. R.(2006)。Tourism: Principles, practices, philosophies。Hoboken, NJ：John Wiley & Sons。  new window
2.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
3.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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