飯店All in One APP開發研究

Abstract

數位化時代興起App儼然成為趨勢之一，飯店相繼推出App以因應此趨勢，並將App視為服務延伸。實務上，許多飯店開發的App為資訊型App，消費者為被動接受資訊，使用上除不便外，黏著度亦低。因此All in One APP是目前飯店解決此問題缺口的可能應用；在學術上，探討App相關研究，以科技接受、使用行為、使用滿意度等為主，尚未有針對All in One APP結合飯店預付型儲值卡進行探討。因此本研究以All in One APP切入，以改善國內最大休閒渡假飯店推出預付型儲值卡，面臨銷售狀況不佳、使用率低等問題為目的，首先透過文獻回顧App演進、瞭解產業發展現況，其次以服務品質量表調查164位飯店實際消費者，並以深度訪談6位開發App專家，最後應用品質機能展開法建構品質屋，將消費者想法融入App開發中。經過漫長及嚴謹程序，融合產業及學術的問題及方式，改善目前飯店資訊型App不好用之處，整合預付型儲值卡功能於App開發項目中，完成休閒渡假飯店首個以消費者需求為出發之All in One APP

One of the trends of the digital age is the application trend. Many hotels are following this trend and introducing applications as an extension of service. In practice, many hotels have created information based applications assuming that customers passively accept information. This use, besides being inconvenient, causes user retention to be low. Therefore, an All in One Application is a possible solution to this problem for hotels. In this study, we will examine applications principally in relation to technological acceptance, use cases, and user satisfaction before considering the beneficial effect of an All in One Application on prepay card offerings of the largest holiday hotels. In order to delve deeply into the subject of an All in One Application, and to improve the prepay card offerings of the largest holiday hotels, this study confronts non-increasing sales or application user defection related problems as its principal aim. First of all, the gradual progress of applications is reviewed and the current state of the business is examined. Secondly, service quality was measured by studying 164 recent hotel guests. Next, in depth interviews were done with 6 application developers. Finally, recommendations for quality and necessary features for the construction of a quality product including the points of view of customers for whom the application is being developed. After a long and rigorous examination, combining industrial and academic questions and solutions, the All in One Application for recreation and holiday hotels has been realized in accordance with customer expectations.