Abstract

King-Jang Yang and Shun-Hsing Chen *

This study addresses the deficiency in service quality by integrating the “importance” and “satisfaction” indices to establish the “importance-satisfaction model (I-S model)” and provide a comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument in the Taiwanese hot spring and financial industries by conducting a questionnaire survey with their employees to assess “importance” and “satisfaction” in their capacity as “internal customers.” The study has identified eight financial industry items and four hot spring industry items in the “To be improved” area of the I-S model. The study discovered that the financial industry improvement items greatly exceeded the hot spring industry, and therefore, financial industry employees are unsatisfied with the business offering management system. The study demonstrates that the I-S model is an excellent instrument for assessing the priorities for quality improvement.