Title: The study on service quality and customer satisfaction by applying discriminate analysis for Taiwan's nursing hotel

Authors: Yung-Kun Chen, Wan-Tran Huang, Tsuifang Hsieh

Addresses: Department of Marketing and Logistics Management, Chung Chou Institute of Technology, No. 6, Lane 2, Sec. 3, Shanjiao Rd., Yuanlin Township, Changhua County 510, Taiwan. ' Department of Marketing and Logistics Management, Chung Chou Institute of Technology, No. 6, Lane 2, Sec. 3, Shanjiao Rd., Yuanlin Township, Changhua County 510, Taiwan. ' Department of Hotel Management, Taiwan Hospitality & Tourism College; Department of Business Management, National Dong Hwa University, No. 85, GuoFu 2nd St., Hualien 970, Taiwan

Abstract: This study applies the discrimination analysis to classification of nursing hotel service qualities. Empirical evidence indicates: 1) In terms of satisfaction analysis of service quality importance factors, |facility and equipment|, |professional management| and |care and attention| were the three factors that nursing hotel residents were most satisfied with; 2) In terms of importance analysis of service quality importance factors, |facility and equipment| and |care and attention| will significantly affect nursing hotel residents| degree of satisfaction; 3) This study classified customers of different characteristics in service quality importance. Factor considered important by the |group that is highly particular about service quality| is |facility and equipment|, factor considered important by the |group that is moderately particular about service quality| is |professional management| and factor considered important by the |group that is not very concerned about service quality| is |professional management|; 4) The degrees of attention and degree of satisfaction of |residential location| and |monthly disposal income| were significantly different. The impact of |gender| and |age| on customers of different segments in terms of service quality importance factors and satisfaction factors was not significant.

Keywords: service quality; customer satisfaction; discriminate analysis; nursing hotels; customer relationship management; CRM; Taiwan.

DOI: 10.1504/IJECRM.2009.025287

International Journal of Electronic Customer Relationship Management, 2009 Vol.3 No.2, pp.186 - 206

Published online: 18 May 2009 *

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