Title :
Customer Requirements Assessment Model of Fitness Club in International Tourist Hotel
Author_Institution :
Dept. of Hospitality Manage., Hungkuang Univ., Taichung, Taiwan
Abstract :
This study focuses on famous international tourist hotels in Taiwan. The five criteria of the service quality model (PZB) serve as basis during fitness club customer survey conductions. Firstly, data is collected using literature review method. Then experts and customers opinions are obtained using Delphi Method. After that, calculations and analysis are done using Analytic Hierarchy Process (AHP). Finally, the indicator weight ranking results show that the most important criteria consist of tangible equipments. In terms of indicator, equipment repair and maintenance is regarded as an important assessment indicator.
Keywords :
customer services; hotel industry; maintenance engineering; sport; travel industry; Delphi method; analytic hierarchy process; customer requirement assessment model; fitness club; international tourist hotel; literature review method; service quality model; tangible equipment repair-maintenance; Cities and towns; Companies; Customer satisfaction; Decision making; Educational institutions; IEEE services; Performance analysis; Recruitment;
Conference_Titel :
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4638-4
Electronic_ISBN :
978-1-4244-4639-1
DOI :
10.1109/ICMSS.2009.5303970
