Construct the PZB service quality performance model measured — an example of tourism industry in Taiwan

Abstract At present, there are a lot of manufacturing industries in Taiwan have outside moved to those countries with cheaper cost of labor. Therefore, the focus of manufacturing industry is transferred to service sector gradually. For the tourism industry has grown very fast and its productivity has been so high among service sector that being the ‘high added value industry without chimney’ which can consider economy and environment at present. Because the tourism industry is classified to service sector with such features as invisible, can not be stored and service quality determined during trading process (i.e. production and consumption are inalienable), it is necessary to measure service quality. In the past, relevant papers mostly measured and analyzed cognitive satisfaction after consuming for the customer. However, the satisfaction of service quality should be set up the gap between expectation degree before consuming and cognition degree after consuming. Therefore, this paper would consider expec...