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
Related Articles
- EP ID EP422278
- DOI 10.9790/487X-2012021015.
- Views 74
- Downloads 0
Green Human Resource Management: A Case Of Malaysia
Green human resource management (GHRM) has become a key business strategy for the significant organizations where human resource departments play an active part in going green at the organizations. The main purpose of th...
Buying Attitudes of the College Studentstoward Fast Foods In Lunglei Town, Mizoram
Fast foods have become more popular today due to accessibility, taste, low price, convenience, variety of items, busy working schedule and so on. Fast food refers to food that can be served ready to eat. Fast foods are p...
The Influence Of Transformational Leadership Style And Job Satisfaction Towards Organizational Performance Moderated By Years Of Service (Case Study At Public Hospital In Indonesia)
Organizational performance is the value achieved by each organization depending on how the organization is managed by its leaders. Aligned with this, the study aims to determine the factors that affect the performance of...
Governance in Automotive Value Chain: Which Configuration between Carmakers and First-Tier Suppliers?
since the introduction of modularity in automotive industry, the sector has undergone several changes. Thus, the production process has become more complex; many companies operating in different fields and dispersed geog...
An Analysis of Apparel Buying Approach of Female Consumers in the Context of West Bengal and Bangladesh
Buying behavior for the apparel items is very complex and vibrant in nature. It may differ in terms of personalities, culture and even socio-economic condition (Shim and Bickle, 1994; Shim and Mahoney, 1992). On the othe...