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美高梅澳門酒店

蔡志輝 Jacky
1009853A-BB20-0060

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 Develop

a simple questionnaire designed
to measure the key components of
customer expectations (i.e., desired,
adequate, and perceived service, and the
zone of tolerance). Conduct 10 interviews
with key target customers of a service of
your choice to understand the structure
of their expectations.

assurance. empathy. . for measuring service quality along the five dimensions: reliability. responsiveness. a 22-item scale. and tangibles.Developed SERVQUAL.

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Performing service at the promised time.  2. Providing services as promised. .  3. providing services at the promised time. Dependability in handling customers’ service problems. Reliability  1.  4.

425 .6 6.15 Perception Zone of Tolerance 6.575 adquated 6.8 6.3 6.5 7.Reliability 4 Average Desired 7.6 7.6 6.4 1.3 7.5 6.9 7.3 3 1 1.3 6.5 1 2 1.2 6.2 1.8 6.

6 6.8 6.Zone of Tolerance Perception 9 8 7 6 5 6.8 6.5 4 3 2 1 0 1 2 3 4 .

 7. . Responsiveness  6. Readiness to respond to customers’ requests. Prompt service to customers.  8.  9. Keeping customers informed about when services will be performed. Willingness to help customers.

4 7.2 2.075 adquated 6.3 6.6 8.4 6.3 6.Responsiveness 6 7 8 9 Average Desired 7.525 Perception 6.3 6.65 Zone of Tolerance 1.7 7.5 6.4 1.2 1.3 6.2 7.5 8.5 8.55 .4 1.

5 8.075 adquated 6.55 .7 7.525 Perception 6.4 1.2 1.65 Zone of Tolerance 1.6 8.3 6.4 7.2 7.4 1.2 2.3 6.5 8.3 6.5 6.3 6.4 6.Responsiveness 6 7 8 9 Average Desired 7.

Zone of Teolerance Perception 10 9 8 7 7.4 4 3 2 1 0 1 2 3 4 .3 6.4 5 6.5 6 6.

Employees who are consistently courteous. Making customers feel safe in their transactions.  13.  11. .  12. Assurance  10. Employees who instill confidence in customers. Employees who have the knowledge to answer customer questions.

9 7.925 10 11 1 1 .1 7 6.225 0.8 adquated 6.8 0.7 7.1 8 7.4 7.875 Perception Zone of Tolerance 6.6 8.9 6.7 7.5 7.Assurance 12 13 Average Desired 7.7 6.9 0.

4 2 3 7.7 4 3 2 1 0 1 4 .Zone of tolerance Preception 9 8 7 6 6.9 5 6.9 7.

Giving Customers individual attention. Empathy  14. Employees who deal with customers in a caring fashion.  15.  18. . Employees who understand the needs of their customers.  17.  16. Having the customer’s best interest at heart. Convenient business hours.

24 6.6 6.2 8.7 Desired Adquated 1.3 8.8 2.3 8.5 7.7 6.4 5.5 6.4 6.9 Zone of Tolerance 1.6 6.4 8.36 Perception 6.8 0.6 2.88 .8 5.4 6.Empathy 14 15 16 17 18 Average 8 8.6 1.1 7.

1 2 3 4 2 1 0 1 5 .9 3 6.6 4 7.4 6.5 6.Zone of tolerance Perception 9 8 7 6 5 6.

Modern equipment  20.  21. professional appearance  22. Employees who have a neat.Tangibles  19. Visually appealing facilities. visually appealing materials associated with the service .

6 6.Tangibles 19 20 21 22 Desired adquated Perception Zone of Tolerance Average 8 8.8 2.05 8.7 8.3 8.7 2.3 1.1 7.3 6.3 6.4 2.1 .4 7.35 6 6.8 7.6 8.8 1.9 7.

Zone of Tolerance Perception 10 9 8 7 8.1 7.8 20 21 6 7.9 7.4 5 4 3 2 1 0 19 22 .

内部-优势  達到客戶理想服务水平:根据问卷调查所得, 入住美高梅澳门的住客对以下几点服务有達到 客戶理想服务水平的感受:  現代化設施。  視覺上吸引人的設施。 .

内部-劣势  迅速服务客户。  有准备地回应客户的要求  在處理客戶服務問題時的可靠性  员工流動性大,難以保持素质水​​平的趨勢 .

外部环境-机会  中国大陆的经济发展对其未来产生的积极影 响,最直接的就是大量富有的大陆旅客。  澳门那种带有南欧色彩的悠闲生活方式,常 常是对过惯紧张生活的香港居民周末休闲的 最好去处;澳门与台湾相距较近,近年来, 台湾的旅游增长速度很快,因台湾旅游免签 证可停留20天这将吸引更多台湾游客以澳门 为跳板进人内地。 .

外部环境-威胁  留宿旅客百分比低,有四成旅客没有留宿。  随着周边国家和地区如新加坡等逐步开放和发 展博采业,澳门的博彩业垄断地位将逐步丧 失。而东南亚地区的低成本优势,可能使得澳 门被取而代之。  受内地澳门自由行政策影响。在酒店住客中, 大部份住客皆为内地旅客。 .

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