Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.creator | Chang, Yating | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/6320 | - |
| dc.language | Chinese | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | 酒店智能化系统服务品质对顾客满意度的影响研究 | en_US |
| dc.title | Jiu dian zhi neng hua xi tong fu wu pin zhi dui gu ke man yi du de ying xiang yan jiu | en_US |
| dcterms.abstract | 随着科技技术的高速发展，酒店业也越来越多的利用智能化、数字化的方式 呈现在服务上。从以前的纸笔签字办理登记入住客房到现在的电脑化系统操作， 甚至可以是以无线的方式在客房办理入住手续。 为了满足酒店服务国际化、特色化的需求以及能在激烈竞争中生存，国内很多五星级酒店设计时就定位成智能化酒店、数字化酒店或是智慧酒店，藉此提高 酒店的综合服务质量、确保各种设施的稳定运行、降低日常运营成本等。 本研究即是透过对上海市五星级酒店顾客进行问卷调查，藉由此方法探讨酒 店内各项智能化系统构面影响服务品质、探讨住宿前对智能化系统期望程度对顾 客满意度的影响、探讨住宿后实际对智能化系统服务品质的知觉对顾客满意度的 影响以及探讨酒店智能化系统服务品质在顾客的性别、年龄、教育程度和个人所 得对顾客满意度的影响强度。 研究结果显示酒店顾客住宿前对智能化系统期望程度对顾客满意度具有相关 影响，酒店顾客对住宿后实际对智能化系统服务品质的对顾客满意度具有正相关影响，酒店智能化系统服务品质在酒店顾客的性别、年龄、教育程度和职业上对 顾客满意度并无显著相关。 以IPA 网格分析各项智能化系统服务品质的期望（重视）程度和满意（表现）程度来分析，酒店顾客对酒店大堂、公共空间的智能化系统服务上期望程度和重要程度均不高，但对于酒店客房、会议室和其他顾客感受不到的智能化系统服务上的期望程度和重要成均较高。 酒店智能化系统的服务品质是要提供顾客真正所需要的服务，而并非一定是最好的服务，酒店智能化系统的服务还需建立在酒店员工服务的基础上建立，将智能化系统的建立是满足"人"的服务补充之上。 | en_US |
| dcterms.alternative | Hotel intelligent system of service quality on customer satisfaction study | - |
| dcterms.extent | xi, 104 leaves : ill. ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2011 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.LCSH | Hotel management -- Data processing | en_US |
| dcterms.LCSH | Consumer satisfaction | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b24574673.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 1.34 MB | Adobe PDF | View/Open |
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