南華大學機構典藏系統:Item 987654321/25711
English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 18278/19583 (93%)
造訪人次 : 967706      線上人數 : 494
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: http://nhuir.nhu.edu.tw/handle/987654321/25711


    題名: 以品質屋方法檢測越南飯店之服務品質：以MAJESTIC HOTEL 為例
    其他題名: Using Quality Function Deplopemt (QFD) Approach to Improve Service Quality in Vietnam: A Case Study of Majestic Hotel
    作者: 李氏美
    LE, THI-MY
    貢獻者: 企業管理學系管理科學碩博士班
    吳萬益;廖英凱
    WU, WAN-YI;LIAO, YING-KAI
    關鍵詞: Service Quality;Vietnam Tourism Occupational Skills Standard (VTOS);Quality Function Deployment (QFD);House of Quality (HOQ);Relational Matrix
    日期: 2017
    上傳時間: 2017-12-06 15:53:13 (UTC+8)
    摘要: 　　Service quality is one of the most important aspects of hospitality, especially for the five-star hotel. Vietnam is a developing country which has consumer's income increasing day by day. Therefore, consumers also demand higher level of service. To satisfy those demands, each five-star hotel needs to upgrade their quality by applying a new international standard from the world. This study used a case study about one of the famous five-star hotel in Vietnam: Majestic Hotel. The Vietnam Tourism Occupational Skills Standard (VTOS) was used to help Majestic Hotel to improve their service quality completely.　　This study employed 15 experts of hotel management to identify major factors for service quality. They further identified 26 items of customer needs and 43 items of service design and management. The Quality Function Deployment (QFD) was developed together with priority matrix, relational matrix and house of quality. The QFD provided a very good guidelines for hotel managers to provide necessary service design and management to feed the needs of customers.
    顯示於類別:[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-管理科學碩博士班

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    105NHU00457049-002.pdf6381KbAdobe PDF207檢視/開啟
    index.html0KbHTML190檢視/開啟


    在NHUIR中所有的資料項目都受到原著作權保護.

    TAIR相關文章

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋