A Study Of Tourist Demands On The Service Quality Of Leisure Industries: Application Of Kano Model

This study applied a Kano two-dimensional quality model to discuss tourists' perceptions of the leisure industry service quality, understand the needs of tourists, and provide suggestions for service improvements of leisure industries. The results indicated that, among the 27 service quality items classified by the Kano model, one-dimensional quality elements and indifferent quality elements account for the largest proportion. Quality improvement indicator analysis divides the service quality elements into Quadrant 1 (priority improvements), Quadrant 2 (basic demands), Quadrant 3 (weighted conveniences), and Quadrant 4 (attractive marketing). This study suggested that Taitung Yuan Sen Applied Botanical Garden makes improvements in areas of meal diversity, staff training, routes for the disabled, and provide local specialties in order to strengthen its competitiveness.