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1、TotalServiceQualityandDevelopingStrategyforInternationalTouristHotel際觀光旅館整體服務品質與策略硏擬之硏究本文以SERVQUL模式之反向値衡量國際觀光旅館五大服務品質以及考慮東方文化特徵，進行內外部診斷並硏擬策略。硏究結果發現，寒軒的可靠度與有形化等兩項日落入丘管制圖界線外，R管制圖的可靠度較不穩定。華王的可靠度、同理心與有形化等三項落入丘管制圖界線外，R管制圖的同理心、反應度、保證與可靠度等四項呈現較不穩定。漢來的保證項日落入丘管制圖界線外，R管制圖的同理心與保證等兩項呈現較不穩定。比較寒軒、
2、漢來與華王飯店的五大服務品質分別屬於A級、A〜B級與B〜C級，透過服務品質空間策略圖，以上三家國際觀光旅館分別採取推的策略、拉的策略、推拉與拉的策略。五大服務品質分別與整體服務品質、顧客滿意和再購買意願成正相關並具有正的因果關係。本硏略，以提高整體服務品質並提高顧客滿意與再購買意願。究貢獻係提供光旅館業者，診斷五大服務品質之優劣情勢與硏擬其功能性策【關鍵詞】：元-R管制圖、推拉策略、服務品質空間策略圖。AbstractThisstudyisbasedonarevisedassessmentofSERVQULmodelofservicequalityandcons
3、idertheeasternculturecharacteristicsforinternationaltouristhotels.Subsequently,thex-RcontrolchartandDuncantestareusedtoexaminetheinternalandexternalservicequality.Theninternationalhotelanalysisisbasedontheend-consumer^sspacestrategyfigureofservicequalitytodeveloppush-pullstrategy.Fin
4、ally,correlationanalysisisusedtoexplorethedegreeofcorrelationamongfive-servicequality,totalservicequality,satisfactionandrepurchaseintention.Inconjunctionwiththis,aformulationofregressionmodelisbasedontotalservicequalityandfive-servicequality.Theinternationaltouristhotelsprovideadive
5、rsityofintangibleservices,tangibleproducts,facethethreatsoftheglobalcompetition,welcomeChinesetourists,andoperatehighspeedrailway.Today'sovercrowdedinternationalhotels,especiallyinTaiwan,faceaggressivehead-to-headcompetition,whichissuretorevealanyweaknessesinservicequality-Ifsuchhote
6、lsdesiretopromotecustomerssatisfactionandrepurchaseintention,itisnecessarytodevelopthepush-pullstrategy.Therearemanyscholarswhosupporttheaboveideasbecauseservicequalitynotonlyrepresentstheoutcomebutalsoincludestheprocessandmethodofservice.Therefore,theissuesoftheservicequalityanddeve
7、lopingstrategyintheinternationaltouristhotelarenecessary.Thisstudyusesthreeinternationaltouristhotels,Han-hsien,King-dom,Han-lai,ascasestudiestoexaminethefeasibilityofthismodel.TheresultsdisclosethatHan-hsien'srecordedreliabilityandtangibilityitemsareoutofxcontrollimitsandreliability
8、revealsinsta
