運用容忍區間理論探討住宿服務品質

The Study of Lodging Service Quality by Using Zone of Tolerance Theory

10.6572/JHHE.2(1).2

張立人(Li-Ren Chang)；孫路弘(Lou-Hon Sun)；熊瑞梅(Ray-May Hsung)

服務品質 ； 容忍區間 ； 校友會館 ； Service Quality ； Zone of Tolerance ； Alumni House

餐旅暨家政學刊

2卷1期（2005 / 03 / 01）

19 - 32

繁體中文

本研究主要目的是應用「容忍區間」理論搭配”LODGSERV”量表，以問卷調查方式探討大學校友會館住宿服務品質。藉由容忍區間，可將房客期望與感受校友會館所提供之服務水準，由傳統單點測量模式擴充爲三行評量模式，能確實且深入地探究房客感受，了解服務品質優弱勢，分析出須改善之服務品質先後順序，明確提供服務品質管理方向。研究結果發現，房客對於「賞心悅目」構面之「會館客房內部裝潢」不滿意，「靠得住」構面之「會館設備運作」與「同理心」構面之「會館使您覺得受重視」等問項，呈現低接受度。若要提升該校友會館競爭力，除了維持呈現高接受度之項目如「服務人員穿著整潔」，「與服務人員溝通」，以及「遷入、遷出時間符合需求」等三項之服務品質，當務之急應優先改善會館客房之裝潢，進而依據顧客屬性安排訂房，持續進行設備維護及汰舊換新，並加強服務訓練。

The main purpose of this research was applying ”Zone of Tolerance” theory with ”LODGSERV” scales to evaluate service quality in an alumni house. By using the ”Zone of Tolerance”, we could enrich the customers' expectations and perceptions to multiple evaluation measures for arranging the service quality improving orders. By statistic analysis with the ”Zone”, the precise directions of service quality management can be identified. The data showed that guest feel dissatisfied in room decorations and with low satisfaction in facility maintainance and make customers feel special. It is recommended that the alumni house should improve the room decorations, take customer reservations by proper room assignment and enhance facility maintenance and employee service training program.

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