A study on the key success factors of service quality for international hotels

Chang, Wan-Yu (2014) A study on the key success factors of service quality for international hotels. Acta Oeconomica, 64 (Supple). pp. 25-37. ISSN 0001-6373

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Abstract

With Taiwan ROC’s economic growth, the importance of service industries has gradually increased. Tourism services, as a comprehensive undertaking with multiple objectives, contribute greatly to the foreign exchange earnings of the country. Specifically, international hotels, which provide accommodation, catering, shopping, socializing, committee rooms and recreation, play a crucial role in the tourism industry. The current study adopted the Delphi method and offered an anonymous channel for conveying opinions. After repetitive consultations, summarizations and revisions, the analytic network process (ANP) principles for the study were finally constructed. The subjects of the study were clients of international tourist hotels in the Taipei area. In total, 250 questionnaires were distributed, and 176 valid questionnaires were collected, at a questionnaire response rate of 70%. As the results demonstrated, the most significant dimension was “Responsiveness” (weight = 0.238): which accounted for 23.8% of the overall weights. Other dimensions were also important: “Assurance” (weight = 0.217), “Reliability” (weight = 0.205), “Empathy” (weight = 0. 183), and “Tangibles” (weight = 0.157). The research results showed that “Responsiveness” was of the greatest importance for service quality in international tourist hotels. The data compiled from the overall weights of evaluation indicators of the service quality for the international hotels showed that, among the 16 evaluation indicators, the top five indexes were ranked, based on importance, as follows: service willingness, expertise, responsiveness, reliability, and cordiality.

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