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A Questionnaire for Testing the Service Quality Attributes on Customer Requirements in Resort Hotel
The questionnaire is designed to test the degree of customer satisfaction about the service quality attributes based on two dimensions of Kano model. The objective of the questionnaire is to figure out the relationship between perceived performance and customer expectation so as to prioritize the customer requirement and achieve critical customer knowledge. Each question includes 2 dimensions: functional question, which means how do you feel if the feature is provided? And the dysfunctional question asks how do you feel if the feature isn't provided? There are 5 options for respondents to select and describe his feeling.
Tourism route planning (in terms of individual attention)
| I like it | I expect it | I am neutral | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Birthday care (in terms of individual attention)
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Special room types for children and couple (in terms of individual attention)
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Remember customer’s name and room number (in terms of individual attention)
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Individual medicine care (in terms of individual attention)
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Menu (in terms of Chinese language service )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Receptionist (check-in and check-out process) (in terms of Chinese language service )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Asking employees for information (in terms of Chinese language service )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Introduce tourist attraction while guiding (in terms of Chinese language service )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Pick up tourists at airport (in terms of Chinese language service )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
In the form of buffet (in terms of breakfast )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Regularly update the dishes (in terms of breakfast )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Late finish time (in terms of breakfast )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Providing Chinese breakfast such as rice porridge，bun (in terms of breakfast )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Building with unique style (in terms of good view )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
High green coverage (in terms of good view )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Hall with new facilities (in terms of good view )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Neatness (in terms of good view )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Cultural characteristics (in terms of good view )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Online Pictures of resort environment and facility (view, room, swimming pool) (in terms of factors influencing online order resorts )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Brand rank and logo (in terms of factors influencing online order resorts )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Payment way of Wechat/ alipay (in terms of factors influencing online order resorts )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Jungle adventure (in terms of field activities )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Feeding the elephant (in terms of field activities )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
Sightsee the natural scenery (in terms of field activities )
| I like it | I expect it | I am neutra | I can live with it | I dislike it | |
| If its provided | |||||
| If it isnt provided |
