Abstract
The purpose of this study was to establish a new methodology for customer satisfaction analysis by using Taguchi Signal-to-Noise Ratio to assess service quality performance to effectively improve customer satisfaction. This study applied the Taguchi Signal-to-Noise Ratio methodology to process the Ordered Categorical Data, and took into account simultaneously the impact of average and variance as well as satisfaction and dissatisfaction information to correctly identify the improvement direction of quality attributes. With Taiwan’s standard hotel as the research subject, this study discussed the methodology and benefits of applying Taguchi Signal-to-Noise Ratio to customer satisfaction analysis.
Highlights
The purpose of this study was to establish a new customer satisfaction analysis methodology by using Taguchi Signal-to-Noise Ratio to assess service quality performance to improve customer satisfaction of Taiwan’s standard hotels
Studies of the service industry’s customer satisfaction usually adopt the Likert Scale to quantify and measure the customer perception and perception level of service quality attributes in most recent transactions [7] [8]
This study investigated the summarized service quality attributes by questionnaire and randomly selected samples according to the proportions of standard hotels in various regions
Summary
The purpose of this study was to establish a new customer satisfaction analysis methodology by using Taguchi Signal-to-Noise Ratio to assess service quality performance to improve customer satisfaction of Taiwan’s standard hotels. Customer satisfaction has become the key impact factor for organizational performance [1] [2], customer satisfaction has become one of the core fields of academic study and industrial application [3] Such studies usually collect and analyze information of customer perception of product and service quality by. This study adopted the SERVPERF scale, proposing to use the Taguchi Signal-to-Noise Ratio (S/N) customer satisfaction analysis methodology to analyze the service quality performance of Taiwan’s standard hotels
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
