The Study of Lodging Service Quality with Customer's Satisfaction & Consumer Behavior for Hot spring hotel - A Case of Hotel Royal Chihpen
| Autor: | Shu-Ping Tsui, 崔淑平 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 The types of terrain in Taiwan are fairly diversified, resources of hot spring are abundant. Derived from Japan’s hot spring culture, the hot springs in Taiwan has been appreciated by domestic and overseas tourists. The purpose of this study is to investigate the customer’s satisfaction and consumer behavior in relation to the service quality of Hotel Royal Chihpen, using questionnaires “lodging service quality with customer’s satisfaction and consumer behavior for hot spring hotel”. This questionnaire appraised lodging service quality, customer’s satisfaction, consumer behavior, and personal characteristics. A total of 350 questionnaires were handed out, 313 valid questionnaires were returned, with response rate of 89.42%. The statistical software SPSS 17.0 was employed to perform descriptive statistics analysis, factor analysis, reliability analysis, regression analysis, and one-way analysis of variance ANOVA. The results indicate that: 1.The analysis of lodging quality and customer’s satisfaction showed that the service quality is the most satisfied, while the price is the least satisfied. 2.The analysis of consumer behavior suggested that the choice of hot spring hotel was firstly determined by “hot spring accessories” followed by “reasonable room rate”. 3.In terms of consumer behavior, “the number of visit hot spring hotel” “the main purpose of visit hot spring hotel” were significant differences on word of mouth communications. 4.In terms of consumer behavior, “obtained the hot spring hotel information” were significant differences on overall satisfaction, repurchase intention and word of mouth communications. 5.In terms of personal characteristics of “different age” on overall satisfaction, repurchase intention and word of mouth communications were significant differences. Based on the results, a few suggestions were presented to hot spring hotel operators and future investigators to study the related issues. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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