Integration SERVQUAL model and performance control matrix to improve service quality for the hot spring industry

The study addresses this deficiency by integrating the SERVQUAL model theory and the performance control matrix to establish a more comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument to a Taiwanese hot spring industry, using a questionnaire survey that allows employees to assess importanceʹ and satisfactionʹ in their capacity as internal customers (employees)ʹ of the industry. The study identifies quality attributes that require improvement, and then applies the Employee Satisfaction Index (ESI)ʹ to determine the priority of these items for improvement. The study finds that the complete performance assessment systems, salaries, job security, and so on, are the seven items most in need of improvement to ensure employeesʹ satisfaction.