膠囊旅館服務品質與滿意度之關係探討

Service Quality & Customer Satisfaction for Capsule Hotel

服務品質與滿意度之關聯性，在服務業已成為21世紀產業探討趨勢，旅館業佔有觀光產業中是不可或缺的角色之一，膠囊旅館成為新興住宿型態，故服務品質與滿意度扮演消費者重要的選擇依據。本研究以膠囊旅館為主題來探討服務品質、滿意度。本研究以問卷調查方式做資料搜集，透過問卷發放以網路消費者為研究範圍，透過問卷回收計204份有效問卷進行研究分析。本研究運用獨立樣本t檢定分析驗證性別是否有顯著性差異，研究結果顯示在服務品質構面項目中的「關懷性」呈現5%的顯著水準，研究假設部份成立。滿意度構面項目未達5%顯著性差異，研究假設不成立。運用單因子變異數分析結果顯示在服務品質構面的「可靠性」、「反應性」、「保證性」、「關懷性」，在「月收入狀況」變項呈現5%的顯著水準，進一步經由Scheffe比較發現在「保證性」、「關懷性」項目在平均差異上達顯著水準5%之顯著性，研究假設成立；服務品質構面項目中的「環境設施」、「環境品質」、「服務人員」、「整體滿意度」變項呈現5%的顯著水準，研究假設部分成立。（一）後續研究者可以增加外語版問卷，廣納國內外旅人對於膠囊旅館的服務品質及滿意度，以期更加周延；（二）政府業務管理單位可以協助膠囊旅館業者推廣此種型態的住宿模式；（三）提高CP值，讓消費者留下印象深刻的服務。

The correlation between service quality and satisfaction has become an industry discussion trend in the 21st century. Hotel industry is one of the indispensable roles in possess tourism industry. Capsule hotels have become a new type of accommodation, so service quality and satisfaction play an important basis for consumers to choose. This study focuses on capsule hotels to discuss service quality and satisfaction. The results of one-way ANOVA analysis show that the ''reliability'', ''responsiveness'', ''assurance'' and ''care'' of the service quality structure flour show a significant level of 5% in the ''monthly income status'' variables. Further, Scheffe comparison shows that the ''assurance'' and ''care'' items show a significant level of 5% in the average difference, and the research hypothesis holds. The variables of ''environmental facilities'', ''environmental quality'', ''service personnel'' and ''overall satisfaction'' in the service quality structure flour project show a significant level of 5%, and the research hypothesis is partially established. (1) Follow-up researchers can increase the foreign language version of the questionnaire to widely accept the service quality and satisfaction of domestic and foreign travelers with capsule hotels, so as to be more circumspect; (2) Government business management units can assist capsule hotel operators to promote this type of accommodation mode; (3) Increase CP value to impress consumers.