Customer Requirements Assessment Model of Fitness Club in International Tourist Hotel

Author

Chin, Jiung-Bin

Author_Institution

Dept. of Hospitality Manage., Hungkuang Univ., Taichung, Taiwan

fYear

2009

fDate

20-22 Sept. 2009

Firstpage

1

Lastpage

4

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/ICMSS.2009.5303970

Filename

5303970