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| Title: | 應用服務品質模型與服務金三角架構評估與改善印尼實習生在台灣的實習服務：以一家仲介公司為案例
Applying the SERVQUAL and Service Triangle Frameworks to Evaluate and Improve Internship Service for Indonesian Interns in Taiwan : A Case Study of an Agency |
| Authors: | 謝義志
Saputra, Michael Gary |
| Contributors: | 羅明琇
Lo, Ming-Shiow
謝義志
Michael Gary Saputra |
| Keywords: | 服務品質模型
服務金三角
實習生
旅館業
台灣
SERVQUAL model
Service Triangle framework
student internships
the hospitality sector
Taiwan |
| Date: | 2024 |
| Issue Date: | 2025-01-02 12:12:32 (UTC+8) |
| Abstract: | 隨著旅遊需求（包括國際實習生）的增加，台灣的旅館業正在迅速成長。然而，文化差異、缺乏支持和對服務的不滿意等挑戰依然是主要障礙。本研究利用服務品質模型與服務金三角架構評估在台印尼實習生的服務品質，並提出改進策略。
本研究採用質性個案研究方法，透過對實習生、業主及機構經理進行半結構化訪談，收集相關數據。分析重點聚焦於服務品質模型的五個維度（有形性、可靠性、回應性、保證性和同理心）以及服務金三角的三大要素（策略、員工和系統）。
研究結果顯示，儘管服務的同理心和有形性被認為足夠，但在可靠性和回應性方面存在顯著缺陷。此外，策略、員工培訓與系統的優化仍未完全符合學生需求及合作飯店的期望。
透過加強策略、強化員工培訓及推行基於技術的系統，能夠有效提升服務品質，進一步提高學生滿意度，增進合作飯店的信任，並在新南向政策架構內促進印尼與台灣之間的合作。
The hospitality sector in Taiwan is growing rapidly due to increasing tourism demand, including from international interns. However, challenges such as cultural differences, lack of support, and service dissatisfaction remain obstacles. This study evaluates the service quality for Indonesian interns in Taiwan using the SERVQUAL Model and the Service Triangle framework and proposes improvement strategies.
This study utilize a qualitative case study method with semi-structured interviews with interns, owners, and agency managers. The analysis focused on the SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and the Service Triangle elements (strategy, employee, and system).
The results showed that, although empathy and the tangibility of service were considered adequate, there were significant deficiencies in the reliability and responsiveness dimensions. Furthermore, the strategies, employee training, and agent system optimization did not fully align with the needs of students and the expectations of partner hotels.
Improving service quality through strengthening strategies, employee training, and implementing technology-based systems can increase student satisfaction, build trust in partner hotels, and strengthen Indonesia-Taiwan cooperation within the framework of the New Southbound Policy. |
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| Description: | 碩士
國立政治大學
企業管理研究所(MBA學位學程)
111363099 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0111363099 |
| Data Type: | thesis |
| Appears in Collections: | [企業管理研究所（MBA學位學程）] 學位論文
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