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1 The Importance of Hotel Employees Service Attitude and the Satisfaction of International Tourists Presenter: Hsin-pei Pan Instructor: Dr. Pi-Ying Hsu Date: 2009/10/29
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Transcript of Presentation 1
1
The Importance of Hotel Employees Service Attitude and the Satisfaction of International Tourists
Presenter: Hsin-pei Pan
Instructor: Dr. Pi-Ying Hsu
Date: 2009/10/29
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Kao, C. M. (2007). The Importance of Hotel Employee Service Attitude and the Satisfaction of International Tourists. The Service Industries Journal 27(8), 1073-1085.
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Content
I. Introduction
II. Methodology
III. Results
IV.Conclusion
V. Reflection
Understanding cultural differences is very important for
managers in operating international hotels.
(Hope, 2004)
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Introduction
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Introduction
The study looks at whether national differences vary the requirement for employee service attitude.
The researcher includes three nationalities and tries to prove that the satisfaction with employee service attitude differs with ethnicity.
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Purpose
To investigate how national differences vary the with hotel employee service attitude
Research Questions
Does the level of importance of service factors as perceived by customers vary significantly among customers of different nationalities?
Does the level of customer satisfaction with service attitude factors vary significantly among customers of different nationalities?
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Survey 776 valid samples
MethodologyData collection
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Participants Selected customers
CKS Airport
Location Kaohsiung International Airport
Measurement Five-point Likert Scale
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MethodologyData analysis
KMO Kaiser-Meyer-OklinFitness of collected data
Factor analysis Factors identification
ANOVA Relationships among the identified factors
Cronbach’s alpha
Reliability
Scheffe Test
Customers’ satisfaction measurement
Factors
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Enthusiastic service
Friendliness
Problem solving
Empathic feeling
The employees solve customer’s problems well and quickly.
You are always given the first priority.
They pay as much attention as possible to customers’ demands.
The employees always smile.
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Results
• The sample size was determined by equation
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Results
n= e2
z2o2
where:n= sample numberz= standard distributiono2= variant of populatione2= error
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Conclusion
According to the research, the findings indicate that the satisfaction of employee service attitude differs with ethnicity. Japanese tourist have the most rigid requirements for employee service attitude than American and Taiwanese tourists do.
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Reflection
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Reflection
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Thanks for your listening.
