Research on Demand for Service Quality of Campsite
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 12
Abstract
This research used IPA method to confirm "Improved Items of Service Quality in Priority" and then used Kano model to establish “Improved Items of Benefit Service Quality” so as to provide operators to identify service quality demand and the business strategy of improving Service Quality). This research made customers in H Camp Site as the research subjects through the questionnaire survey and a total of 300 questionnaires were released, with 247 valid questionnaires. The research results are as follows: it is found from IPA analysis that the improved items in priority are “Staff will not ignore the response to customers due to being busy”, “Internal facilities, power line and guidance notice are clear” and “Service facilities conform to requirements of customers”, which customers attach great importance to, but the performance of H Camp Site is poor and the operators shall improve it in priority. According to the analysis with Kano, “Service Quality Items for Benefit Improvement” for increase in customer satisfaction and decrease in customer dissatisfaction simultaneously has 5 items, which are “Staff can respond to demand of customers rapidly”, “Staff are willing to assist and serve customers”, “Facilities appearance is tidy and bright”, “Staff can try their best to assist customers to solve problems” and “Staff can provide reliable services”, and operators can sustain the maintenance of good service quality in terms of these quality items so as to obtain the greatest benefits.
Authors and Affiliations
Yi-Chan Chung, Shu-Fang Lin, Chin-Kuei Chou
Keywords
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- EP ID EP422278
- DOI 10.9790/487X-2012021015.
- Views 83
- Downloads 0
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