Dissertations / Theses on the topic 'Quality service of non-star hotel'

The purpose of this research activity was to investigate the issues surrounding hospitality HRM, specifically recruitment and selection, training and development and communication process, as well as quality of service, in order to increase customer satisfaction. The most important issues surrounding HRM and quality of service were investigated from three different perspectives; those of the employees, the customers and the hospitality professionals. The primary objective of my research was the development of awareness of effective HRM and quality of service in five-star hotels in Cyprus. Based on a review of related literature and information gathered from two focus group sessions (restaurant and front office employees), I also followed with quantitative research. I developed two questionnaires to collect data from hotel employees and hotel customers. Statistical research analysis was then implemented, such as means and frequencies analysis, cross tabulations in collaboration with chi-squares, Pearson correlation coefficient, factor analysis and finally regression analysis. Furthermore, qualitative research with semi-structured interviews were assigned and deployed for relevant and important hospitality professionals such as five-star hotel managers, HR directors, hotel executive directors, trade unions, hospitality consultants and so on. After a thorough analysis of all research findings I was able to clarify the issues surrounding HRM and quality of service in five-star hotels in Cyprus in relation to how HRM and quality of service can be improved. The proposed recommendations and suggestions summary, which act as a quality assurance mechanism via HRM sustainability and effectiveness, aims to enhance HRM and quality of service effectiveness in five-star hotels in Cyprus. Thus employee and customer satisfaction and loyalty are established and eventually increase the success of five-star hotels. The cornerstone of the developed recommendations and suggestions summary rests on the foundation that successful and effective HRM and quality of service in five-star hotels, is based on the commitment of all stakeholders involved.

The purpose of this master’s thesis is foremost to provide a simple guide how to build elements of optical metropolitan area network. The basic model consists to sequence of construction, network topology, passive and active parts. The collection contains examples of alternative technology such as Wireless LAN with different frequency. The optical network construction based on optical cable, fibres, splices, trays, adapters, connectors and active parts for example a lot of media convertor models. After that there are demonstrating type of wavelength division multiplexer used in metropolitan area network – passive planar PCL splitter. One of the passive planar splitter are used to increase optical fibre channel. At the end of the collection a simplified examples of used measurements – optical time domain reflectometry and optical fibre transmission. Contains standard protocols or reflectogram. The conclusion of this thesis summarizes costs of FTTb (Fibre To The Building) model of optical metropolitan area network in Czech republic and future contribution for society.

碩士<br>大仁科技大學<br>休閒事業管理研究所<br>102<br>With the increase of tourists’ consumption capacity and changes in their life style, their demands for different levels of sightseeing services have been improved, so it has become one important consideration for hotel industries to provide diversified selections and high-standard service qualities. In January 2008, the Tourism Bureau under the Ministry of Transportation and Communications promoted the Star Hotel Rating System, in order to integrate the overall service standards of Taiwan’s hotel industries. By using the star levels to represent the facilities and service qualities offered by a hotel, it provides demand criteria and references for different consumer groups. To learn the actual implementation of the system in Taiwan and whether it benefits the actual profits and service quality promotion for tourists, this study explored the service quality of Taiwan’s star-rated hotels and consumers’ satisfaction degree. The study adopted questionnaire survey and purposive sampling, with tourists of the five grades of star-rated hotels as research objects. All 365 questionnaires were recycled, in which 332 pieces were valid and 33 invalid, with the effective recovery rate of 90%. The recycled data are analyzed via SPSS statistical software; besides, it also used importance-performance analysis for the point analyses of expected service and perceived services, showing significant correlation between the expected services and perceived services. Moreover, from the analysis on consumers’ satisfaction degree to hotels of different star grades, it finds consumers’ expected services are all higher than their actual perceived feelings, indicating a lower satisfaction degree of consumers to the service quality of star-rated hotels, which may result in negative experiences. The conclusions and suggestions provided in the study are expected to provide references for governments and hotel industries, hoping them to cooperate and continuously promote the quality of Taiwan’s service industries and tourism competitiveness.

碩士<br>崇右技術學院<br>經營管理研究所<br>104<br>Abstract Title : Constructing Assessment Indicators of Factility and Service Quality Of Five-Star Hotel Pages : 98 School :Chungyu Institute of Technology Department : Graduate Institute of Bussiness Administration Time : May,2016 Degree : Master Researcher : Yao Chia-Hua Advisor : Shu-Ching Hsu Ph.D.;Zhi-Wei Qiu Ph.D. Keywords : Analytic Hierarchy Process (AHP), Delphi Method, Five-Star Hotels, Quality of Service. This research is to construct equipment and service quality evaluation indices to provide business operators of five-star hotels with the basis for improving the quality of equipment and services. This research uses the technique proposed by Murry & Hammons in 1995 of using the Delphi and Delphi method to construct the official expert questionnaire, as supplemented by Thomas Saaty in his 1971 proposed program-level analysis process (AHP). Experts of industry, government officials, and professors identified four important facets that characterize the facilities and quality of service shared by five-star hotels, listed here in order of importance: "Environment and facilities", "product quality”," the quality of human interrelationships", and “diversification of services”. These analyses and study results will be provided to the business operators of five-star hotels as an aid for making decisions to enhance the future quality of facilities and services.

碩士<br>國立高雄應用科技大學<br>觀光與餐旅管理研究所<br>104<br>Star hotels stand for hotel quality and market positioning services benefit the overall level of hotel service, which provides a basis for consumers to choose hotels in order to meet consumers’ needs. Either local hotels or international hotels should be developed with irreplaceable advantages. With the promotion of Taiwan’s Tourism Bureau, the hotel star-rating system, divided into five levels for customers to choose from: five-star, four-star, three-star, two-star, and one star, makes Taiwan more competitive in hotel industry. With the hotel star ratings, consumers not only are confident to choose hotels, but guarantee the opportunities of hotels. However, can the official hotel star ratings system help customers choose hotels? Does customers’ cognition of star hotel brand affect their willingness of purchase? Therefore, the study aims to investigate if the service quality of a star-rating hotel meets the real needs of customers or not, and then provide the business strategy to promote quality of hotel services. A total of 397 valid questionnaires were collected from Taiwan tourists, and the t-test, ANOVA, post-correlation analysis and regression analysis were used for the study. The study concludes the followings: (1) the domestic tourists realize the star hotels are highly credible to assist visitors to make market segment according to their own needs while choosing hotels; (2) the hotel star ratings not only enhance the positive image of the brand but affect the tourists’ willingness of purchase, especially for potential tourists; (3) with the hotel star ratings, the hotels can meet the requirements set by Tourism Bureau in terms of software and hardware facilities as well as service quality, and develop a service-oriented and high-quality accommodation to cultivate more professional capacity of service personnel; (4) the social background of the participants have a partial significant difference in hotel star ratings and brand image; (5) the hotel guests believe there is a relevance between hotel star ratings and hotel image; (6) the hotel guests think a hotel image and hotel star ratings are relevant; (7) the hotel star ratings has a partial positive significant impact on hotel service quality; (8) the hotel brand image has a partial positive significant impact on service quality. The study therefore suggests: (1) "brand image" and "market segmentation" are two major elements to establishing distinct characteristics of a hotel; (2) to strengthen the construction of customer relationship management for creating caring service hotel brands, and introduce innovative elements to hotel brands; (3) to enhance the functionality of the hotel brand to create a good reputation for quality service; (4) to establish a distinctive brand image and enhance caring service quality helps create a sense of dependence to hotel customers.

碩士<br>大葉大學<br>休閒事業管理學系碩士班<br>102<br>This study focus on the relationships of service quality and customer loyalty in different rating evaluation between four-star hotel and five-star hotel, and explored the varieties of service quality and customer loyalty by different variables of personal background. 　　The research applied convenience sampling and questionnaires are used. Total sample are 600 questionnaires. All of them 417 are valid questionnaires. The reliability of service quality scale is .91 and reliability of customer loyalty scale is .93. Data processing applied descriptive analysis, factor analysis, independent samples t-test, one way ANOVA, correlation analysis and multiple regression analysis. 　　The findings showed that the different star rating evaluation will affect service quality. Service quality is also positively related to customer loyalty. Hence, the findings of research suggest that the manager must try to get higher star rating evaluation score and provide high quality of customer service. It will increase the customer loyalty as well as to build reputation with a more sustainable competitive advantage and create more profits. Key Words: star rating evaluation, service quality, customer loyalty

博士<br>國立暨南國際大學<br>國際企業學系<br>105<br>The national income is largely enhanced with the development of social economy in Taiwan; people therefore increase the disposable travel budget. In face of the boom and fierce competition of resort hotels in Taiwan, the businesses intend to cultivate long-term and loyal customers, but can hardly achieve it because of the characteristics of resort hotels. How to satisfy customers’ demands to enhance customer satisfaction and maintain existing customers for the word-of-mouth therefore becomes the key effort for resort hotels. Taking the customers of five-star resort hotels in Kenting areas as the research subjects, 300 copies of questionnaire are distributed and collected on-site with random sampling. This study contains three research objectives of 1.verifying the correlation between service quality, experiential marketing and customer satisfaction, repurchase intention, 2.discussing the mediating effect of experiential marketing on the relation between service quality and customer satisfaction, and 3.discussing the mediating effect of customer satisfaction on the relation between experiential marketing and repurchase intention. Aiming at the research result, this study expects to propose management implications and suggestions for future research and customer management, as the reference for five-star resort hotels promoting the service quality, customer satisfaction, and repurchase intention.

碩士<br>國立臺灣師範大學<br>運動與休閒管理研究所在職碩士班<br>94<br>Satisfaction Study on the Service Quality of Members Regarding Business Club in Five-Star Hotel in Taiwan Area Autho：Wen-Jui, Wang Thesis Advisor: Wen-Tseng, Chu. Abstract This study has employed questionnaire method. The main purpose of this study is primarily to appreciate the relationship of members toward club facilities versus service quality regarding business clubs in five-star hotels in Taiwan. The objects of this survey includes members of business clubs from six five-star hotels. This study has made reference to the notion of service quality put forth by P.Z.B (1985), which has taken service quality considered as the gap between consumer and the service expectation and recognition. Reliability analysis and factor analysis are used to extract service quality factor and aspect, then t confirmation single factor variance analysis, Pearson relevancy analysis, and regression analysis are used to investigate consumption behavior of population statistic variables of club members and the relationship between service quality evaluation and integral service evaluation. In this study, the major results of the study are found as follows: 1. The service quality aspect of club members can be found in 5 aspects as professionalism, service and concern, facilities, trust and reliability, and safety and comfort. 2. Different population statistic variables among members share drastic outcomes with respect to service quality evaluation. 3. Members of different consumption behavior share drastic outcomes with respect to service quality evaluation. 4. There is prominent relationship between service quality evaluation to integral service evaluation. According to the analysis of this research, all aspects of sales services indeed will affect the entirety evaluation of the services. It is necessary that we have to strengthen the services of all aspects to promote the quality of services. By this way we can make the business club sustainable operate. Key words：Five-Star Hotel、Business Club、Service Quality、Satisfaction

博士<br>義守大學<br>資訊工程學系<br>105<br>The tourism industry is currently the world&apos;&apos;s largest and most vibrant industry, the United Nations World Tourism Organization figures show that the tourism industry accounted for 11% of global production, and 2017 as the International Year of Sustainable Development. In the Taiwan tourism market in the quantitative change from qualitative change in the structure of the transition stage, China will become the occasion of tens of millions of tourism, the quality and value of the promotion is more important. Tourism industry continued strong growth at the same time, the domestic five-star international tourist number growth, since can not be ignored important international tourism quality indicators, Taiwan and international five-star tourist hotel development situation, in addition to start late, and has lost more Multi-market competitive advantage, and the need for a comprehensive view of the past in order to integrate with international quality, the future determined to be as Asia&apos;&apos;s main tourist destination in Taiwan, must be international-class five-star tourist hotel growth and quality improvement, Taiwan international tourism quality improvement one of the important indicators. In this study, we use FMCDM expert decision-making method to develop a set of expert decision-making model which can provide the best choice for government and domestic five-star tourist hotel. Special five-star tourist hotel service quality selection "as an example, to explore how different and limited variety of assessment environment, select the best quality service quality five-star tourist hotel. Will use the FMCDM theory, combined with the majority of expert opinion, given the appropriate assessment criteria of the weight and fuzzy number, after the integration evaluation, and then use the fuzzy TOPSIS method to sort, as the best selection of "five-star tourist hotel service quality selection" basis And reference. The results of the study found that the eight participating hotels were ranked W4>W7>W8>W3>W5>W2>W6>W1 after the eight evaluation criteria were integrated by the six decision-makers. Best Choice Hotel.

碩士<br>國立高雄應用科技大學<br>觀光與餐旅管理研究所<br>104<br>In recent years, Taiwan's tourism industry has developed into products refining, services customizing, and staff professionalizing. As the traditional industries gradually transform and the demand for human resources for tourism increases, Hotel star-rating system becomes the necessary strategy for hotels in Taiwan to catch the trend and improve service quality to come up to international standards.From 2009, Taiwan begins to implement hotel star-rating system. Motels, as one of the most important and versatile sector of the hotel industry, have joined the rating system. However, due to its operational nature, motels find star rating service quality criteria create problems when they are applying the criteria. To explore appropriateness of star rating service quality criteria on motels, this study, after identifying research topics and characteristics, the research applied the Delphi Method as data collecting method. The returned questionnaires and were measured and systematically analyzed. The study results find that certain dimensions of the star rating service quality criteria such as counter service, luggage service, and valet service, due to different operation procedure and nature from hotels, are unsuitable for motels. Finally, the study results could be taken as reference for reforming hotel star rating service quality criteria for motels. Keywords: Hotel Star-rating System, Motel, Delphi Method

碩士<br>亞洲大學<br>休閒與遊憩管理學系<br>105<br>This study mainly intends to explore Taiwan National People to the relationship between Brand Image, Service Quality and Customer Satisfaction for a Star Rated Hotel in Taiwan. Object of study covers national people in Taiwan. The study adopted sampling to conduct using the LINE community group questionnaire survey in a private format by distributing 323 questionnaires, of which the effective return ratio 100% due to all items are required by the network questionnaire design. This study referred to the relevant literatures with research tool of questionnaire scale, including the contents of basic information, brand image scale, service quality scale and customer satisfaction scale. The scale has good internal consistency and stability. Descriptive statistical analysis, reliability analysis, correlation analysis and hierarchical regression analysis were adopted for statistical analysis of return data. This study concluded that (1) there was significant positive influence between brand image and service quality for a Star Rated Hotel in Taiwan; (2) there was significant positive influence between brand image and customer satisfaction for a Star Rated Hotel in Taiwan; (3) there was significant positive influence between service quality and customer satisfaction for a Star Rated Hotel in Taiwan. Consequently, the study offered a proposal for future researchers’ reference. .

碩士<br>康寧大學<br>食品餐飲管理研究所<br>100<br>Abstract When industry facing competition and micro- profit, industry tend to use more flexible and least cost dispatched workers after considered the control of human resource cost system and special needs in industries. In order to increase the competitiveness and sustainability of hospitality industry, temporary dispatched workers have been a source of worker supplies which may affect on the service quality and employee management。 The purpose of this research was to investigate the differences between dispatched and non-dispatched workers in service quality and customer satisfaction. Random sampling survey with questionnaires at Jianshanpi Jiangnan Resort was applied. The results showed that there were significant differences found between dispatched and non-dispatched workers in promise and care of service quality to customer satisfaction at path analysis. There were improvements for dispatched workers in professional knowledge and interpersonal communication, and non-dispatched workers in service attitude as well as the communications between dispatched and non-dispatched workers. This research results can provide information for hospitality industry in considering applying dispatched workers and their management and help to improve service quality and customer satisfactions.

碩士<br>銘傳大學<br>企業管理學系<br>104<br>This study is focusing on the study of star hotel in China. To discuss relationships between the hotel service quality, brand equity and innovation performance by setting a sampling of hotel managerial staffs. There are total 1270 questionnaires distributed to 11 star hotel in China. A total of 622 valid samples in this study, the response rate is 48.9% . The collected data was computed and analyzed by SPSS, AMOS and Stata. The findings of this study shows that: (1) Service quality has indirect effect to Innovation performance through Brand Equity is positive and statistically. (2) There is an indirect effect from Tangibility to Reliability through Responsiveness . (3) There is an indirect effect from Responsiveness to Assurance through Reliability. (4) There is an indirect effect from Reliability to Empathy through Assurance. (5) There is an indirect effect from Brand loyalty to Brand awareness through Brand image.

碩士<br>輔仁大學<br>餐旅管理學系碩士在職專班<br>103<br>This research aimed to explore the relationships among five-star hotels employees’ organizational climate, work attitude, service quality and empolyees’ perception of working environment in Taiwan. Research samples were full-time employees who had worked more than six months in the five-star hotels in Taiwan. Questionnaire surveys with convenience sampling were applied for data collection. Five-hundred questionnaires were sent to employees. A total of 417 valid questionnaires were received from employees , representing a 83.4% response rate, Research results indicated that：(1) organizational climate has positive impact on work attitude dimensions including job involvement, and organizational commitment. (2) work attitude dimensions including job involvement and organizational commitment have a positive impact on service quality.(3) organizational climate has positive impact on service quality.(4)work attitude(including job involvement and organizational commitment) had mediated effect on the relationship between organizational climate and service quality.(5) empolyees’ perception of working environment had moderating effect on the relationship between work attitude to service quality, and between organizational commitment. to service quality.