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The Study on Service Quality and Customer Satisfaction in Five Star Hotels–The Case of Taipei A Hotel
International Tourist Hotel
The purpose of this study is to take Taipei A Hotel as an example, and the research object is customers who have stayed in the hotel. To utilize the questionnaire survey automatically issued by the group headquarters system to explore the survey analysis made by consumers after experiencing the services and hardware equipment provided by the hotel, in order to identify major service gaps and make suggestions for improvement. The total number of samples in the questionnaire is 5619. The research method uses the Service Quality Model to analyze the customer satisfaction survey and the Pareto Analysis to investigate the five major indicators of concern to the hotel, and conducts the research through cross-comparison through two analysis methods. The result of the study shows that most customers who have stayed in the hotel give positive feedback on the quality of service. However, this study mainly discusses the deficiencies in the service and provides improvements. Therefore, the research on negative feedback is summarized as follows: 1.The good service contact can directly affect the customer's repurchase rate. Doing a little more than the customer needs is enough to let the customer move from "dissatisfaction, satisfaction, gratitude, and touch". 2.The consummate education and training and correct coping attitude to improve the deficiencies in the service process. 3.When dealing with customer complaints, you should maintain a cautious attitude and deal with them properly, so that customers feel respect and sincerity. 4.The physical environment, service personnel and service processes are important elements of the service quality aspect, and the hotel needs to address these three aspects at the same time in maintaining customer relations.
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