台灣區五星級飯店商務俱樂部會員對服務品質滿意度之研究
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2006
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台灣區五星級飯店商務俱樂部會員對服務品質滿意度之研究
中文摘要
研究生：王文瑞
指導教授：朱文增 博士
本研究採用問卷調查法瞭解台灣區五星級飯店商務俱樂部會員對服務品質高低
與滿意度的關係，調查對象包括台灣區六家五星級飯店商務俱樂部的會員。
本研究參考P.Z.B（1985）提出的服務品質概念模式，將服務品質視為消費者對
服務的期望與認知兩者間的差距。利用信度分析、因素分析萃取服務品質因素構面，
並利用t檢定、單因子變異數分析、Pearson相關分析、迴歸分析等統計方法，探討
俱樂部會員的人口統計變項消費行為、服務品質評價與服務整體評價之間的關係。
研究結果主要發現如下：
一、俱樂部會員的服務品質構面可分為專業能力、服務關懷、硬體設施、信任可靠、
安全舒適等五個構面。
二、人口統計變項不同的會員對於服務品質評價有顯著差異。
三、消費行為不同的會員對於服務品質評價有顯著差異。
四、服務品質評價與服務整體評價有顯著差異。
依本研究分析發現，服務品質的各構面的確會影響服務整體評價，今後若要提升服務品質必須加強各構面服務，才能使商務俱樂部永續經營。
關鍵詞：五星級飯店、商務型俱樂部、服務品質、滿意度
Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area Autho：Wen-Jui, Wang Thesis Advisor: Wen-Tseng, Chu. Abstract This study has employed questionnaire method. The main purpose of this study is primarily to appreciate the relationship of members toward club facilities versus service quality regarding business clubs in five-star hotels in Taiwan. The objects of this survey includes members of business clubs from six five-star hotels. This study has made reference to the notion of service quality put forth by P.Z.B (1985), which has taken service quality considered as the gap between consumer and the service expectation and recognition. Reliability analysis and factor analysis are used to extract service quality factor and aspect, then t confirmation single factor variance analysis, Pearson relevancy analysis, and regression analysis are used to investigate consumption behavior of population statistic variables of club members and the relationship between service quality evaluation and integral service evaluation. In this study, the major results of the study are found as follows: 1. The service quality aspect of club members can be found in 5 aspects as professionalism, service and concern, facilities, trust and reliability, and safety and comfort. 2. Different population statistic variables among members share drastic outcomes with respect to service quality evaluation. 3. Members of different consumption behavior share drastic outcomes with respect to service quality evaluation. 4. There is prominent relationship between service quality evaluation to integral service evaluation. According to the analysis of this research, all aspects of sales services indeed will affect the entirety evaluation of the services. It is necessary that we have to strengthen the services of all aspects to promote the quality of services. By this way we can make the business club sustainable operate. Key words：Five-Star Hotel、Business Club、Service Quality、Satisfaction
Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area Autho：Wen-Jui, Wang Thesis Advisor: Wen-Tseng, Chu. Abstract This study has employed questionnaire method. The main purpose of this study is primarily to appreciate the relationship of members toward club facilities versus service quality regarding business clubs in five-star hotels in Taiwan. The objects of this survey includes members of business clubs from six five-star hotels. This study has made reference to the notion of service quality put forth by P.Z.B (1985), which has taken service quality considered as the gap between consumer and the service expectation and recognition. Reliability analysis and factor analysis are used to extract service quality factor and aspect, then t confirmation single factor variance analysis, Pearson relevancy analysis, and regression analysis are used to investigate consumption behavior of population statistic variables of club members and the relationship between service quality evaluation and integral service evaluation. In this study, the major results of the study are found as follows: 1. The service quality aspect of club members can be found in 5 aspects as professionalism, service and concern, facilities, trust and reliability, and safety and comfort. 2. Different population statistic variables among members share drastic outcomes with respect to service quality evaluation. 3. Members of different consumption behavior share drastic outcomes with respect to service quality evaluation. 4. There is prominent relationship between service quality evaluation to integral service evaluation. According to the analysis of this research, all aspects of sales services indeed will affect the entirety evaluation of the services. It is necessary that we have to strengthen the services of all aspects to promote the quality of services. By this way we can make the business club sustainable operate. Key words：Five-Star Hotel、Business Club、Service Quality、Satisfaction
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Keywords
五星級飯店, 商務型俱樂部, 服務品質, 滿意度, Five-Star Hotel, Business Club, Service Quality, Satisfaction