國立高雄大學圖資館 |

語系: 繁體中文

說明(常見問題)

圖資館首頁

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 = Applyi...

國立高雄大學高階經營管理碩士在職專班(EMBA)

透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 = Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator
作者:	林雨杉,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2013[民102]
面頁冊數:	55面圖，表格 : 30公分;
標題:	宜蘭民宿
標題:	Yilan B&B
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/98644080677843780936
附註:	參考書目：面41-42
附註:	102年10月31日公開
摘要註:	近年來台灣民宿蓬勃發展，尤其以宜蘭的民宿成長率最高，但是民宿快速的成長，顧客服務品質不見得相對應提升。根據交通部觀光局的統計表顯示，由2006年6月起至2012年11月止，宜蘭民宿增加了450家，合法民宿共669家，房間總數2549間，宜蘭民宿占全國合法民宿之比例為18.3％。不論是民宿增加的數量，或是民宿的總數量，都僅次於花蓮，高居全台第二。在如此激烈的競爭之下，要讓客戶回流、滿意，就要優先提升服務品質，因此如何提升服務品質，已經是宜蘭民宿業者所面臨的重要課題。本研究利用重要性－績效分析法(Importance-Performance Analysis, IPA)探討宜蘭S民宿對於顧客所提供服務品質的優劣情形，透過問卷調查方式進行資料收集。共回收131份有效的問卷，以此進行後續統計分析，並將服務品質項目分成四個象限，主要是了解S民宿在服務品質個項目之重要性與表現程度的情形。本研究透過此分析結果發現，S民宿在「可靠性」層面與「關懷性」層面有部分項目需要立即改進。研究結果可給予S民宿在經營策略上的改善建議，藉以提升顧客滿意度，對其未來發展產生更大的經營績效。 In recent years, the B&B hostel was booming in Taiwan, in particular, the growth rate is highest in Yilan. Although the number of B&B has dramatically increased, customer service quality has not been improved accordingly. According to the statistics provided by Tourism Bureau, the number of Yilan B&B hostel has increased by 450, a total of 669 legitimate B&B hostel and 2549 rooms, from June 2006 to November 2012. The Yilan’s B&B hostel proportion of the country's total legitimate B&B hostel is 18.3%. The increase in the number and the total number of hostel are second only to Hualien and is Taiwan's second highest. In such intense competition, the most important issue faced by B&B operators in Yilan is to improve the service quality which is critical for customer satisfaction and repurchase.Importance-Performance Analysis (IPA) was employed in this study for investigating the service quality of S hotel in Yilan. The data were collected through questionnaire survey, and total 131 valid questionnaires were received for further statistical analyses. The service quality is divided into four quadrants for understanding the importance and performance of service quality in S hotel. Results show that reliability and empathy of services provided by S hotel need to be addressed first. It is expected to provide S hotel with improvement suggestions in business strategies so as to enhance the customer satisfaction and benefit the medical service performance.

透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 = Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator
林, 雨杉

透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 = Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator / 林雨杉撰 - [高雄市] : 撰者, 2013[民102]. - 55面 ; 圖，表格 ; 30公分.
參考書目：面41-42102年10月31日公開.
宜蘭民宿Yilan B&B

透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 = Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator
LDR:04079nam0a2200289 450 001 389610
005 20170214095616.0
009 389610
010 0 $b 精裝
010 0 $b 平裝
100 $a 20170214d2013 k y0chiy05 e
101 1 $a chi $d chi $d eng
102 $a tw
105 $a ak am 000yy
200 1 $a 透過IPA模式探討宜蘭民宿業者之服務品質─以S民宿為例 $d Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator $z eng $f 林雨杉撰
210 $a [高雄市] $c 撰者 $d 2013[民102]
215 0 $a 55面 $c 圖，表格 $d 30公分
300 $a 參考書目：面41-42
300 $a 102年10月31日公開
314 $a 指導教授：楊書成博士
328 $a 碩士論文--國立高雄大學高階經營管理碩士在職專班(EMBA)
330 $a 近年來台灣民宿蓬勃發展，尤其以宜蘭的民宿成長率最高，但是民宿快速的成長，顧客服務品質不見得相對應提升。根據交通部觀光局的統計表顯示，由2006年6月起至2012年11月止，宜蘭民宿增加了450家，合法民宿共669家，房間總數2549間，宜蘭民宿占全國合法民宿之比例為18.3％。不論是民宿增加的數量，或是民宿的總數量，都僅次於花蓮，高居全台第二。在如此激烈的競爭之下，要讓客戶回流、滿意，就要優先提升服務品質，因此如何提升服務品質，已經是宜蘭民宿業者所面臨的重要課題。本研究利用重要性－績效分析法(Importance-Performance Analysis, IPA)探討宜蘭S民宿對於顧客所提供服務品質的優劣情形，透過問卷調查方式進行資料收集。共回收131份有效的問卷，以此進行後續統計分析，並將服務品質項目分成四個象限，主要是了解S民宿在服務品質個項目之重要性與表現程度的情形。本研究透過此分析結果發現，S民宿在「可靠性」層面與「關懷性」層面有部分項目需要立即改進。研究結果可給予S民宿在經營策略上的改善建議，藉以提升顧客滿意度，對其未來發展產生更大的經營績效。 In recent years, the B&B hostel was booming in Taiwan, in particular, the growth rate is highest in Yilan. Although the number of B&B has dramatically increased, customer service quality has not been improved accordingly. According to the statistics provided by Tourism Bureau, the number of Yilan B&B hostel has increased by 450, a total of 669 legitimate B&B hostel and 2549 rooms, from June 2006 to November 2012. The Yilan’s B&B hostel proportion of the country's total legitimate B&B hostel is 18.3%. The increase in the number and the total number of hostel are second only to Hualien and is Taiwan's second highest. In such intense competition, the most important issue faced by B&B operators in Yilan is to improve the service quality which is critical for customer satisfaction and repurchase.Importance-Performance Analysis (IPA) was employed in this study for investigating the service quality of S hotel in Yilan. The data were collected through questionnaire survey, and total 131 valid questionnaires were received for further statistical analyses. The service quality is divided into four quadrants for understanding the importance and performance of service quality in S hotel. Results show that reliability and empathy of services provided by S hotel need to be addressed first. It is expected to provide S hotel with improvement suggestions in business strategies so as to enhance the customer satisfaction and benefit the medical service performance.
510 1 $a Applying Importance-Performance Analysis to Diagnose Service Quality of I-Lan B&B Operator─The Case of S B&B Operator $z eng
610 0 $a 宜蘭民宿 $a 顧客服務品質 $a 重要性－績效分析法
610 1 $a Yilan B&B $a Customer Service Quality $a Importance-Performance Analysis
681 $a 008M/0019 $b 349908 4414 $v 2007年版
700 1 $a 林 $b 雨杉 $4 撰 $3 614477
712 0 2 $a 國立高雄大學 $b 高階經營管理碩士在職專班(EMBA) $3 166055
801 0 $a tw $b NUK $c 20131004 $g CCR
856 7 $z 電子資源 $2 http $u http://handle.ncl.edu.tw/11296/ndltd/98644080677843780936