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題名 | 國際觀光旅館服務品質與經營效率之研究--以臺北地區國際觀光旅館為例=The Study on Service Quality and Operation Efficiency for International Tourist Hotels in Taipei |
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作者 | 莊懿妃; 翁振益; 應公保; 鄭敏玉; Chuang, Yi-fei; Wong, Jehn-yih; In, Gong-bao; Chang, Min-yue; |
期刊 | 中華管理評論 |
出版日期 | 20040200 |
卷期 | 7:1 2004.02[民93.02] |
頁次 | 頁84-105 |
分類號 | 489.2 |
語文 | chi |
關鍵詞 | 觀光旅館; 經營效率; 服務品質; 資料包絡分析法; Hotels; Operation efficiency; Service quality; Data envelopment analysis; |
中文摘要 | 近年隨經濟發展、國民所得提高,休閒旅遊風氣日盛。我國政府於民國八十七年起推動公務員隔週休二日制,更帶起一股休閒風潮。旅館業者為掌握其在旅遊市場之利基,紛紛擴展營運據點,在市場之供給與需求俱增之情形下,市場競爭勢必更趨白熱化。旅館業者在產業競爭壓力之下,如何改善服務品質,並了解其在該產業之相對經營效率,評估其優劣條件及研究如何透過管理活動有效運用資源,降低成本以提高經營效率,實為業者所深切關注之事宜。品 回顧國內外文獻,針對國際觀光旅館之服務品質或經營績效所從事之研究頗多,卻未見有將兩者結合,因此本研究除運用資料包絡分析法(Data Envelopment Analysis)評估台北地區23家國際觀光旅館之經營效率外,並透過問卷調查消費者對旅館服務品質之感受,以進一步探討兩者之間的關係。 |
英文摘要 | Under the trend of the implementation of two-day weekends and the concerns of leisure activities, the market of domestic travel grows rapidly. In facing the change of the environment while new enterprises participate in competition, the topic of how to assess the service quality and performance of hotels is more and more important. There have been many published literature studied on service quality or operation efficiency of hotels, however noon of study put them together. This study uses Data Envelopment analysis approach to evaluate the performance of 25 in Taipei and use service quality to be one of the outputs. And discuss the interrelation between the service quality and the operation efficiency. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。