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題名 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作者 謝義志
Saputra, Michael Gary貢獻者 羅明琇
Lo, Ming-Shiow
謝義志
Michael Gary Saputra關鍵詞 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日期 2024 上傳時間 2-Jan-2025 12:12:32 (UTC+8) 摘要 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.參考文獻 Abdul-Rahman, H., Wang, C., Wood, L. C., & Low, S. F. (2012). Negative impact induced by foreign workers: Evidence in Malaysian construction sector. Habitat International, 36(4), 433-443. Abu-Rumman, A., & Qawasmeh, R. (2022). Assessing international students' satisfaction of a Jordanian university using the service quality model. Journal of Applied Research in Higher Education, 14(4), 1742-1760. Albrecht, K., & Zemke, R. (2002). Service America in the New Economy (2nd ed.). McGraw-Hill. Asya, N. F., Dwiputrianti, S., Fitriani, L., & Harahap, A. S. (2023, September). Service Triangle Model to Improve the Quality of Service for Prospective Workers in Surabaya Job Training Center During the New Normal Era. In Fourth International Conference on Administrative Science (ICAS 2022) (pp. 289-299). Atlantis Press. Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent business & management, 5(1), 1491780. Bahri, R. R., & Herawan, E. (2020, February). The Improving of Customer Satisfaction: Service Triangle Approach. In 3rd International Conference on Research of Educational Administration and Management (ICREAM 2019) (pp. 400-403). Atlantis Press. Bekhet, H. A., Al-Alak, B. A., & El-Refae, G. A. (2014). Developing student satisfaction perception model for public and private universities in Malaysia. 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國立政治大學
企業管理研究所(MBA學位學程)
111363099資料來源 http://thesis.lib.nccu.edu.tw/record/#G0111363099 資料類型 thesis dc.contributor.advisor 羅明琇 zh_TW dc.contributor.advisor Lo, Ming-Shiow en_US dc.contributor.author (Authors) 謝義志 zh_TW dc.contributor.author (Authors) Michael Gary Saputra en_US dc.creator (作者) 謝義志 zh_TW dc.creator (作者) Saputra, Michael Gary en_US dc.date (日期) 2024 en_US dc.date.accessioned 2-Jan-2025 12:12:32 (UTC+8) - dc.date.available 2-Jan-2025 12:12:32 (UTC+8) - dc.date.issued (上傳時間) 2-Jan-2025 12:12:32 (UTC+8) - dc.identifier (Other Identifiers) G0111363099 en_US dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/155016 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 企業管理研究所(MBA學位學程) zh_TW dc.description (描述) 111363099 zh_TW dc.description.abstract (摘要) 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。 zh_TW dc.description.abstract (摘要) 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. en_US dc.description.tableofcontents II: 摘要 - II III: ABSTRACT - III VI: LIST OF FIGURES - VI VII: LIST OF TABLES - VII CHAPTER 1: INTRODUCTION - 1 1.1: RESEARCH BACKGROUND AND MOTIVATION - 1 1.2: RESEARCH QUESTION AND OBJECTIVES - 5 1.3: RESEARCH DESIGN - 6 1.4: BRIEF INTRODUCTION OF CHAPTER - 8 CHAPTER 2: LITERATURE REVIEW - 9 2.1: LITERATURE REVIEW OF THEORY - 9 2.1.1: SERVQUAL Model - 10 2.1.2: The Implementation of SERVQUAL Model - 12 2.1.3: Service Triangle Framework - 17 2.1.4: The Implementation of Service Triangle Framework - 20 2.1.5: Significance of SERVQUAL Model and Service Triangle Framework - 23 2.2: NEW SOUTHBOUND POLICY - 28 2.3: FOREIGN WORKERS: DEFINITION, ADAPTATION, REGULATION, AND ECONOMIC IMPACT - 30 CHAPTER 3: METHODOLOGY - 34 3.1: RESEARCH METHOD - 34 3.2: RESEARCH OBJECT - 34 3.3: INTERVIEW DESIGN - 37 3.4: DATA COLLECTION - 38 3.5: DATA ANALYSIS - 42 3.6: INTERVIEW QUESTIONS - 42 CHAPTER 4: ANALYSIS, RESULT, AND SOLUTION - 58 4.1: IDENTIFICATION OF SERVICE SHORTCOMINGS UTILIZING THE SERVQUAL MODEL - 58 4.2: CASE STUDY ANALYSIS OF THE IMPLEMENTATION OF SERVICE TRIANGLE FRAMEWORK IN IMPROVING SERVICE QUALITY AND INTERNSHIP STUDENT SATISFACTION - 66 4.3: STRATEGIC SOLUTIONS FOR ENHANCING SERVICE QUALITY: AN ANALYSIS USING THE SERVQUAL AND SERVICE TRIANGLE FRAMEWORK - 77 CHAPTER 5: CONCLUSION, RECOMMENDATION AND LIMITATION - 100 5.1: CONCLUSION - 100 5.2: RECOMMENDATION - 101 5.3: LIMITATION - 102 REFERENCES - 103 TRANSCRIPT - 113 APPENDIX - 143 zh_TW dc.format.extent 1698629 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0111363099 en_US dc.subject (關鍵詞) 服務品質模型 zh_TW dc.subject (關鍵詞) 服務金三角 zh_TW dc.subject (關鍵詞) 實習生 zh_TW dc.subject (關鍵詞) 旅館業 zh_TW dc.subject (關鍵詞) 台灣 zh_TW dc.subject (關鍵詞) SERVQUAL model en_US dc.subject (關鍵詞) Service Triangle framework en_US dc.subject (關鍵詞) student internships en_US dc.subject (關鍵詞) the hospitality sector en_US dc.subject (關鍵詞) Taiwan en_US dc.title (題名) 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 zh_TW dc.title (題名) Applying the SERVQUAL and Service Triangle Frameworks to Evaluate and Improve Internship Service for Indonesian Interns in Taiwan : A Case Study of an Agency en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) Abdul-Rahman, H., Wang, C., Wood, L. 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