A study of service quality in hot-spring hotels for seniors

CITATION

Chen, C. & Li, W. (2017) A study of service quality in hot-spring hotels for seniors, International Journal of Organizational Innovation, 9(3), 84-100

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ABSTRACT
Health is the most concerned about the needs of seniors. Therefore, spa tourism with
relieving stress is the most attractive leisure option for seniors. This study takes the
hot spring hotels at Guanziling hot spring tourist area as the objects, and uses the analytic
hierarchy process to analyze the dimensions of service quality attributes. The
study results found that among the five major dimensions of service quality, the
weight of “empathy” dimension is the highest. In particular, in the set of weights on
the index entry, the weights of initiative care, transportation services, and catering
service are at the top. It means that these three indicators showing "empathy" dimension
is especially important.


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