觀光工廠服務品質提升策略之研究

A Study on Service Quality Improvement Strategy for A Tourism Factory

本研究主要在探討觀光工廠門市人員服務品質提升之策略，經研究發現觀光工廠服務品質的衡量，若依顧客服務需求觀點的重要程度排序，依次為:可靠性、保證性、即時性、關懷性與操作性。若依觀光工廠服務品質改善的重要程度排序，依次為:保證性、可靠性、即時性、關懷性與操作性。

The purpose of this study is to examine tourism factory service providers to improve the quality of service strategy. Sightseeing factory service quality have been measured by the facets in terms of the staff service point of view the importance of ranking for the reliability, insurance, responsiveness, empathy, and operability. In addition, the order of the improvement of the assurance dilemma of the tourism factory service is the guarantee of the degree of, reliability, responsiveness, empathy and operability.