探討禮賓尊榮服務及其服務品質與顧客滿意度之關係研究

文化大學機構典藏 CCUR > 商學院 > 行銷碩士學位學程 > 博碩士論文 > Item 987654321/51464

jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://irlib.pccu.edu.tw/handle/987654321/51464

题名:	探討禮賓尊榮服務及其服務品質與顧客滿意度之關係研究 An Exploration of the Relationship of Preferential Customer Service, the Quality of that Service, and Customer Satisfaction
作者:	葉瑞霖
贡献者:	全球品牌與行銷碩士在職學位學程
关键词:	禮賓尊榮服務服務品質顧客滿意度 concierge service service quality customer satisfaction
日期:	2022
上传时间:	2023-03-09 15:54:06 (UTC+8)
摘要:	將目標鎖定在金字塔頂端客群，然禮賓尊榮服務近幾年在台灣蓬勃發展，2013年國際SOS旗下的Aspire奧思禮公司進入台灣後成為全台首家世界級禮賓尊榮服務領導品牌，充分顯示台灣禮賓服務市場有著強大潛力商機和發揮空間。在服務至上的時代，禮賓尊榮服務逐漸變成企業吸引與留住高端客戶的關鍵，因此，尊榮服務的服務品質便成為企業爭奪高端客戶重要的指標。　　本研究以當前台灣最大禮賓尊榮服務公司—國際SOS旗下的Aspire奧思禮公司為例，探討禮賓尊榮服務之服務品質與顧客滿意度之關係研究。本研究擬採問卷調查法及電話訪問法，調查實際接受過禮賓尊榮服務的顧客對服務品質的重視和滿意程度以及了解顧客對實際服務內容具體的感受和建議，達成以下目的：一、顧客對於Aspire奧思禮公司所提供的禮賓尊榮服務品質，其「顧客滿意程度」以及「顧客重視程度」。二、從其「顧客滿意度」與顧客給予的實質建議反饋Aspire奧思禮公司，期望改善服務品質，產生更高的服務附加價值，朝向更專業化的領域發展。 Preferential customer service targeting customers at the top of the pyramid has been flourishing in Taiwan in recent years. In 2013, Aspire, a subsidiary of International SOS, started in Taiwan and became the dominating world-class concierge service brand in Taiwan, demonstrating the market for preferential customer service in Taiwan has strong potential and vast opportunities. In these service-forward times, preferential customer service has gradually become the key for companies to attract and retain high-end clients; and thus, the quality of that service has become crucial in the competition for high-end clients. 　　This research studies the current leading concierge service in Taiwan - Aspire, a subsidiary of International SOS - as an example in the exploration of the relationship between preferential customer service and customer satisfaction. This research includes surveys and phone interviews of customers who have experienced preferential customer service to examine their satisfaction of the service, as well as to understand the customers’ thoughts and feedback, in order to achieve the following goals: 1) how customers feel about the quality of the concierge service, “customer satisfaction,” and “the perceived value,” of the preferential customer service provided by Aspire; 2) provide feedback from “customer satisfaction” and suggestions from customers to Aspire, with the intention for the company to improve upon its service quality, generate an even higher service value, and develop towards a more specialized field.
显示于类别:	[行銷碩士學位學程] 博碩士論文

文件中的档案:

档案	描述	大小	格式	浏览次数
index.html		0Kb	HTML	152	检视/开启

检视Licence

在CCUR中所有的数据项都受到原著作权保护.

数据加载中.....