The developing criteria on customer satisfaction in Hotel Industry

酒店业顾客满意度标准的制定

• 批准号: 12553001
• 负责人: ITOH Hajime
• 金额: $ 3.58万
• 依托单位: Otaru University of Commerce
• 依托单位国家: 日本
• 项目类别: Grant-in-Aid for Scientific Research (B)
• 财政年份: 2000
• 资助国家: 日本
• 起止时间: 2000 至 2003
• 项目状态: 已结题
• 来源: https://kaken.nii.ac.jp/en/grant/KAKENHI-PROJECT-12553001/
• 关键词: customer satisfaction; developing criteria; service quality; hotel; AHP; brand reputation; ブランド評価; 温泉地; 北海道; 顧客満足度; 宿泊業; 旅館; ES; 朝里川; 温泉; サービス・クオリティ、; 宿泊施設

This Research is consists of three part of survey. In first survey, previous research on service quality, particularly research related to the SERVQUAL instrument, has emphasised intangible aspects of service, and has generally not paid much attention to the tangible aspects of service. Inspired by theories from the Nordic School this first survey introduces the theoretical construct of "affective tangibles" in addition to "objective tangibles". Using survey data of hotel users in Japan, the survey then empirically validates the existence of the "affective tangibles". The results indicate that both tangible dimensions of service have a stronger impact on overall customer satisfaction. The findings suggest that both national culture and the type of service may moderate the dimensionality and the relative importance of factors of service quality. The second survey focused on the gap of the perceptions of customers and employees. Brand Personality is one way to evaluate the reputation of … More a business, by assessing how and in what way brand is recognized both internally and externally. Here "identity" is defined as what the employees think of the business and "image" is what the customers think of the business. In many Reputation models identity and image are thought of as being linked together and mutually dependent. If there is a causal link then the perception of customer facing employees may influence that of customers. In this study the perceptions of customers and employees in a number of 'hot spring' hotels in Japan are assessed using a brand personality scale. Identity and image are found to correlate, confirming previous studies in different cultures. Under these two surveys, the third survey is aimed at understanding the behaviour and needs of Taiwanese tourists and identifying services they demand in hot spring resorts. This research involved performing a questionnaire survey in autumn 2001, mainly using the Pair Comparison Method. Meanwhile, the Rating Scale Method is a conventional questionnaire approach, widely used to examine expectation and importance. However, analysis-using answers obtained by this method could cause some problems. To solve these problems, this paper presents measurement of expectation, by means of the Pair Comparison Method, which can directly compare items. Additionally, our analysis employs weight calculated by research findings. Since the weight is a ratio scale, it is possible to conduct analysis such as ANOVA. The analysis of variance (ANOVA) and cluster analysis found that even Taiwanese visitors place greater importance on tangible factors than intangible factors. Less

本研究由调查三部分组成。在第一项调查中，以往关于服务质量的研究，特别是与SERVQUAL仪器相关的研究，都强调服务的无形方面，而普遍不太关注服务的有形方面。受北欧学派理论的启发，第一个调查除了“客观有形”之外还引入了“情感有形”的理论构造。该调查利用日本酒店用户的调查数据，实证验证了“情感有形物”的存在。结果表明，服务的两个有形维度对整体客户满意度都有更大的影响。研究结果表明，民族文化和服务类型都可能调节服务质量因素的维度和相对重要性。第二项调查的重点是客户和员工的看法差距。品牌个性是评估企业声誉的一种方法，通过评估品牌在内部和外部的认可方式和方式。这里“身份”被定义为员工对企业的看法，“形象”是顾客对企业的看法。在许多声誉模型中，身份和形象被认为是联系在一起且相互依赖的。如果存在因果关系，那么面向客户的员工的看法可能会影响客户的看法。在这项研究中，使用品牌个性量表评估了日本一些“温泉”酒店的顾客和员工的看法。身份和形象被发现是相关的，证实了之前在不同文化中的研究。在这两项调查的基础上，第三项调查旨在了解台湾游客的行为和需求，并确定他们对温泉度假村所需的服务。本研究于2001年秋季进行了问卷调查，主要采用配对比较法。同时，评级量表法是一种传统的问卷调查方法，广泛用于检验期望和重要性。然而，使用通过此方法获得的答案进行分析可能会导致一些问题。针对这些问题，本文提出了期望测量方法，即成对比较法，可以直接对项目进行比较。此外，我们的分析采用了根据研究结果计算的权重。由于重量是比例尺度，因此可以进行方差分析等分析。方差分析（ANOVA）和聚类分析发现，即使是台湾游客也比无形因素更重视有形因素。较少的

项目成果

Hajime Itoh, Gary Davies: "Internal and External Views of the Corporate Reputation in the Japanese Hotel Industry"Proceeding of the 7^<th> Conference on Corporate Reputation, Identity and Competitiveness. Vol.7. 1-20 (2003)

Hajime Itoh、Gary Davies：“日本酒店业企业声誉的内部和外部观点”第七届企业声誉、身份和竞争力会议记录。

伊藤 一: "Internal and External Views of the Corporate Reputation in the Japanese Hotel Industry"The 7th Conference on Corporate Reputation, Identity and Competitiveness (accepted proceeding) 2003 May. 2003. 1-20 (2003)

Hajime Ito：“日本酒店业企业声誉的内部和外部观点”第七届企业声誉、身份和竞争力会议（已接受会议记录）2003 年 5 月。1-20（2003 年）。

Hajime Itoh, Gary Davies: "Internal and External Views of the Corporate Reputation in the Japanese Hotel Industry"Proceeding of the 7^<th> Conference on Corporate Reputation, Identity and Competitiveness. (印刷中). (2004)

Hajime Itoh，Gary Davies：“日本酒店业企业声誉的内部和外部观点”第七届企业声誉、身份和竞争力会议记录（2004 年）。

Hajime Itoh: "Internal and External views of Corporate Reputation in the Japanese Hotel Industry"Corporate Reputation, Image and Identity (Proceeding). 7. 1-18 (2003)

Hajime Itoh：“日本酒店业企业声誉的内部和外部观点”企业声誉、形象和身份（论文集）。

Praet,Carolus L.C.: "Reexamining the Dimensionality of SERVQUAL : An Empirical Study of Consumer Perception of Service Quality in Japanese Hotels"Proceeding of the 3^<rd> Australasian Service Marketing Research Workshop. 36-37 (2001)

Praet、Carolus L.C.：“重新审视 SERVQUAL 的维度：日本酒店消费者对服务质量认知的实证研究”第三届澳大利亚服务营销研究研讨会论文集。