标题：Applying IPA and rough set theory to explore the antecedents of customer satisfaction for hotel service: Comparison between Taiwan and mainland China
作者：Hu, Kai-Chieh ;Xu, Fengzeng ;Chang, Hong Sheng ;Hsieh, Yi-Jen
作者机构：[Hu, Kai-Chieh ;Hsieh, Yi-Jen ] Department of Business Administration, Soochow University, Taiwan;[Chang, Hong Sheng ] Department of Food and Beverage 更多
来源：Journal of Quality
关键词：Hotel service quality; IPA; Rough set theory; Satisfaction; SERVQUAL
摘要：With overwhelming increased visitors, today hotel management is significant so much more than before, causing a sharp competition in the hotel industry. Therefore, taking cross-strait hotels as examples in this study, applying SERVQUAL as methodology to design questionnaire to evaluate customers’ service quality of hotels. There are totally 430 effective questionnaires from cross-strait customers. Using Rough Set Theory (RST) to identify the satisfaction set of different groups of hotel users and to explore service quality of major hotels in cross-strait area. The research results found that for the Taiwanese customers who stay at hotel in two to three days in average, it’s helpful to enhance the service quality of provision of personal hygiene products, reasonable and proper billing and provision of transport services at the same time. And, for the Taiwanese customers who went to hotels two to three times a year, it’s beneficial to enhance the service quality of free Internet service, promptness in correcting errors/negligence and willingness to help guests at the same time. Also, if Taiwanese hotel industry can improve the service quality of free Internet service, convenience of reservations and understanding in customer needs in the same time especially for the travelers, it would be instrumental. On the other hand, for the Chinese hotel industry, if they can reinforce the service quality of up-todate equipment, Cleanliness and comfortability of rooms, activeness in serving guests and provision of transport services at the same time especially for the female customers, it’s valuable for the visitors. All these service quality sets can help hotels improve their overall satisfaction effectively. © 2017, Chinese Society for Quality. All rights reserved.