| Title: | OS1-2 The Study on Ballroom Service Quality to Affect Customer Satisfaction |
|---|---|
| Publication: | ICAROB2016 |
| Volume: | 21 |
| Pages: | 96-99 |
| ISSN: | 2188-7829 |
| DOI: | 10.5954/ICAROB.2016.OS1-2 |
| Author(s): | Hsiu-Min Lin, Yang Wu, Jei-Fu Ho |
| Publication Date: | January 29, 2016 |
| Keywords: | Ballroom, Customer Satisfaction, Service Quality |
| Abstract: | For hoteliers, customer expectations and the real performance of service probably existed in perceptive variance between the emphasized details and satisfaction to bring about the gaps of service quality. As such, it naturally caused customer unsatisfied with service quality to lose their patronage. As it is found from research results, service quality exerted positive influence on demographic variables. If it was available to improve the service quality and the expectations to customer satisfaction, then it was naturally available to enhance the repeated purchase intention of customers. In 10 dimensions cited in this research, after researching analysis, "tangibles" was satisfied by customers the most. If providers could keep the satisfaction always, then it was naturally available to enhance the first image in customers' mind. Additionally, "external response" scored the least and provides should improve their own service quality by focusing on the parts highly emphasized by customers. Furthermore, more emphasis should be placed on the opinions of customers to win their trust and avoid external complaint lodged by customers without losing the source of customers. The excellency or inferiority of service quality would directly affect customer satisfaction. If providers were planning for sustainable business management, excellent service quality was imperatively required. As such, it was just available to win the trust from customers under the fiercely competitive business climate with the goal of sustainable business management achievable.. |
| PDF File: | https://alife-robotics.co.jp/members2016/icarob/data/papers/OS/OS1-2.pdf |
| Copyright: | © The authors. This article is distributed under the terms of the Creative Commons Attribution License 4.0, which permits non-commercial use, distribution and reproduction in any medium, provided the original work is properly cited. See for details: https://creativecommons.org/licenses/by-nc/4.0/ |
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