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題 名 | 應用品質機能展開法與Kano精緻化模式觀點探究飯店之服務品質--以臺南市某飯店為個案研究=In Application with Integration of QFD and Refined Kano Model Analysis to Explore the Service Quality of Hotel--A Case Study of an Anonymous Hotel Tainan City |
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作 者 | 劉明盛; 吳許得; 呂旻靜; 黃渝捷; 許婉君; 余宛蓉; 曾昭萍; | 書刊名 | 遠東學報 |
卷 期 | 29:3 2012.09[民101.09] |
頁 次 | 頁281-312 |
分類號 | 496.7 |
關鍵詞 | 飯店; 服務品質; 品質機能展開法; Kano精緻化模式; Tourist hotel; Service quality; Quality function deployment model; Kano refined model; |
語 文 | 中文(Chinese) |
中文摘要 | 近年來國民所得增加,周休二日的實施,國人出外旅遊的機會增加,在國際飯店用餐的機會也相對增加。但國際飯店數增多,競爭譏劇烈,因此國際飯店必頇利用本身餐飲服務和住宿服務特色以及專業服務態度,吸引並穩固客源。本研究藉由重要度與滿意度的分析,應用品質機能展開法與Kano精緻化模式觀點探究飯店之服務品質,了解顧客不滿意之處、獲得改善優先順序及關鍵技術品質,研究結果對飯店服務品質的改善與提升,具有方向的指引及實質上的幫助,此為本研究重要的主題。 本研究發現在飯店服務品質需求重要度中,以「關懷性」構面的「會在答應完成的時間內完成服務」、「能盡力協助解決客人的問題」最受重視。在品質需求的滿意度中以「飯店餐廳的食物衛生讓我感到安心」、「員工清爽的服裝儀容,可充分展露出專業的服務形象」、「樂意且友善地為客人提供服務及幫助」、「飯店內部的動線安排適宜,感到方便」、「員工的服裝儀容整齊優雅」等5項較滿意。在差異指數中以「飯店擁有極佳的外觀,符合國際飯店之形象」、「員工具備充分的專業知識」、「各種服務項目標示清楚」、「員工的服務使您對這間飯店之形象產生亯心」、「員工會主動考慮顧客個別的需求,提供個人化的服務」,此五項重要度與滿意度差異最大,欲進行服務品質改善應重視此五要項。 本研究整合QFD與精緻化Kano 二維品質模式分析,發現人員服務構面之「專業知識與技術」,行政與作業流程構面之「職前或在職訓練」、「飯店管理適當度」、「隨機應變能力」與人員服務構面之「服務的應變能力」等項,是前五名應先執行改善的品質技術,值得飯店主管重視。 |
英文摘要 | Recently, due to increment in national income along with two-day weekend, the traveling opportunities for local people have been remarkably increased. The occasions to dine in the restaurants of international hotels are also increased accordingly. International tourist hotels have to make most of their excellent service in meals and boarding, together with the attitude of professional service to attract customer resources. In this article, by analyzing the importance and satisfaction, the Quality Function Deployment Model and Kano Refined Model are applied to exploring the service quality of tourist hotels.It aims to find customers’ dissatisfaction, the priorities for improvements and the quality of key techniques. The results found in this article will bring with directional guidance and substantial aids for better improvements. This is exactly the research issue in this article. In this research, some facts are found among the importance of service quality demands for tourist hotels; both items of ―quick responses within promised time‖ and ―doing best to solve problems for customers‖ actually receive the highest emphasis in the dimension of customer care. In view of the satisfaction to quality demands, 5 items like ―meal hygiene conditions in hotel restaurants making customers feel at ease‖, ―neat dress codes of employees sufficiently revealing the image of professional service‖, ―employees gladly willing to serve and help customers‖, ―appropriate arrangement of internal moving route in hotels making customers feel convenient‖ and ―elegant and neat performances of employee dress codes‖ receive higher satisfaction. In view of difference index, 5 items like ―hotels featured with extremely excellent appearance conforming to the professional image of internal tourist hotels‖, ―employees vested with sufficient professional knowledge‖, ―clear explanations for various service items‖, ―the service of employees making customers feel confident to hotel image‖ and ―employees proactively taking individual demands of customers into consideration and availably providing personalized service‖ display the highest difference in importance and satisfaction. To improve service quality, it is required to emphasize the said 5 items. This research is integrated with QFD and Refined Kano 2D Quality Analysis Models. It is found ―professional knowledge and techniques‖ in the dimension of personnel service, ―before-job or on-job training‖, ‖management appropriateness of hotels‖ and ―expediency capabilities according to circumstances‖ in the dimension of administration and operation process and ―expediency capabilities for service‖ in the dimension of personnel service are exactly the 5 items of quality techniques firstly required for improvement. They are really worthy of the emphasis of hotel managerial rankers. |
本系統中英文摘要資訊取自各篇刊載內容。