| URN | etd-0723120-223538 | Statistics | This thesis had been viewed 203 times. Download 18 times. |
| Author | Wei-yin Chang | ||
| Author's Email Address | wain0709@yahoo.com.tw | ||
| Department | Institute of Industrial Management | ||
| Year | 2019 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 105 |
| Title | Applying Importance-Performance Analysis to Explore the Research on the Service Quality of the B&B Industry to Customers- A case study of Yilan County | ||
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| Abstract | Yilan County has a rich cultural landscape, so it actively promotes local tourism. It has quietly disappeared in the past two years. Some B&B (bed and breakfast) owners say that the housing rate has dropped by 40%, which is related to the oversupply of accommodation. However, in such a competitive environment, how to make differences with other peers and improve service quality is the main purpose of this study. Therefore, to understand how the Yilan B&B tourists feel about the importance and satisfaction of the service quality of the B&B before and after lodging, analyze the impact of the importance and satisfaction. In this study, 325 tourists who visited the B&B in Yilan were used as the research object, and the questionnaire survey was conducted by means of convenient sampling. Using descriptive statistics, reliability analysis, t test, single factor variance analysis and other analysis methods, and finally using the IPA model to study and analyze each attribute of service quality. I hope that through this study, I will understand the importance of tourists' choice of B&B and the satisfaction that the B&B gives tourists, so as to improve their shortcomings. The study found: 1. There are some service gaps between the importance and satisfaction of B&B guests accommodation service quality, and there is a regression model. It can be seen that there are some significant correlations between the various aspects of the service quality of the B&B and the overall importance and the overall satisfaction, and there is a positive impact. Therefore, it is a very important business project for the B&B owners to do a good job in service quality. 2. Different demographic variables: There are some significant difference in the importance and satisfaction of accommodation service quality for tourists at the B&B for those with different ages, education levels and frequency at the B&B. 3. The importance-performance analysis method divides the service quality into four quadrants, mainly used to understand the importance and satisfaction of service quality in Yilan B&B. Based on the above, this research hopes that through this analysis, the B&B owners can know that they can adjust or improve the original management methods within limited resources, so that they can retain their uniqueness and increase their richness, so as to obtain better customers. Good reputation could bringing more tourists and future investors who want to invest in the B&B industry as a specific reference for market analysis and evaluation before investing in the B&B industry. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2020-06-27 | Date of Submission | 2020-07-27 |