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

这项研究由北欧学校的启发。研究结果表明，有形的尺寸对整体客户的应有性影响更大。服务的类型以及服务因素的相对重要性。感知者和员工的AP。品牌个性是评估..的声誉的方式。 D身份“身份”身份“身份”身份“员工对业务的看法”是客户对许多声誉模型的想法有因果关系链接面对员工面临的客户的看法可能会影响客户的观念。第三次调查是针对台湾游客的，他们在2001年秋季进行了调查表的搜索，主要是使用对的传统问题问题

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。