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Table5 The t-test of service quality perspectives for two hoteliers clusters Cluster 1 Cluster 2 t value P-value Factors Mean a Mean
1. Server 6.73 5.62 6.03 * .000
2. Facility 5.57 4.91 7.38 * .000
3. Management 6.28 5.36 7.69 * .000
4. Speed of Service 6.94 6.35 6.74 * .000
5. Appearance 6.57 5.72 7.23 * .000
6. Safety 6.81 5.79 6.50 * .000
7. Food service 6.58 5.87 5.54 * .000
n (N=1084) 108 78
Name Service encounter Speed of service
a Means were calculated from a 7-point Likert scale (from 1=strongly disagree
to 7 = strongly agree); * p < .0001
The fundamental intent of this study was to compare the different perspectives with regard to service quality between leisure travelers and hoteliers in Taiwan.Based on this purpose, the hotels can know the key differences between customers’ and their own perspectives of service quality. Both points of views for hotel service equality provided the hotels a service quality blueprint to understand customer satisfaction. To retain or increase repeat business, knowing how leisure travelers perceive the hotel service quality is dramatically vital for hoteliers to differentiate from competitors and build good word-of-mouth publicity (Choi & Chu, 2001; Chu &Choi, 2000; Lewis, 1987).This study was preliminary and served as a guide for future development of service quality measurements. Moreover, it also tried to play a role of building total service quality system for the hotels in Taiwan. The result of cluster analysis servedas a reference of selecting target market and developing marketing strategies for hoteliers. After identifying the travelers’ needs and knowing the general perspectives of competitors, the hoteliers can be ready to allocate the resources to achieve their business goals. In order to enhance APROC image in the world, the hoteliers in Taiwan should provide high service quality to customers by knowing the perspectives of travelers and their own.
B.原文的翻译
LODGSERV在客户和酒店经营者服务质量视角比较上的应用
1.简介 论文网
因为五天工作制的实施，酒店业的需求正在急剧多起来。1999年，国际旅游酒店客户40.32％的台商和台湾人民的82.4％走遍每年一次的休闲（旅游局，2005）。此外，随着经济的发展和台湾的国民收入的增加，服务业成为显著焦点。旅游局在台湾的重要性日益增加，人们需要增加休闲时间，消费能力并且提升素质。台湾酒店业试图通过开拓国内休闲台湾的部分，增加房企。政府一直致力于自己铺设了不同初始政策，使台湾成为亚太区域营运中心（APROC）。在内部，政府正在加紧提升企业的综合水平，增加具有纳入国家质量奖，服务加强业务服务质量的目的服务业，也建立了客户满意度指标和服务质量标准。这项研究的目的是对于服务品质的休闲旅客和旅馆经营者之间在台湾的酒店业比较不同的观点。对酒店服务质量的看法，在客户和酒店经营者之间进行了比较。研究服务质量的营销目的酒店企业，知道休闲旅客如何看待服务质量和竞争对手如何进行服务质量管理系统可以帮助酒店以确定客户需求的价值并希望从竞争对手中脱颖而出，提升客户忠诚度，留住老客户，增加回头客，并建立积极的口碑口