Figure 1. PZB Service Quality Model

Figure 1. PZB Service Quality Model
It’s main concept is customers are decision makers of service quality, enterprises should meet the needs of customers, which is necessary to smooth five notches. Meanwhile, it
also summed up ten dimensions measured the service quality (a total of 97 questions), including reliability, responsiveness, competence, access, courtesy, communication, credibility, security, knowing the customer and tangibles.
Gap 1: between customer expectation and manager perception, and when companies don't understand the customer's expectations, it cannot provide customer satisfaction.
Gap 2: between management perception and service quality specification, the companies may be limited by resource constraints and market conditions, and fail reach the standardization of services, resulting in gaps in the quality of management.
Gap 3: between service quality specification and service delivery, the employees are incapable or lacking of training, it will affect customer perception of service quality.
Gap 4: between service delivery and external communication, such as exaggerated advertising, resulting in customer over expectation, when actual service is not as good as expected, will reduce its perception of service quality.
Gap 5: between expected service and experienced service, refers to the gap between the perceptions of the customer after receiving the service, only is this gap determined size by the customer.
PZB the scholars refined the 10 determinants in 1988 according to the proposed service quality in 1985 into five factors, as "SERVQUAL" scale.
1. Tangibles: The appearance of physical facilities, tools and equipment, personnel.
2. Reliability: The ability to perform promised service reliably and correctly.
3. Responsiveness: The willingness to help customers and provide prompt service.
4. Assurance: The knowledge and courtesy of employees and be able to convey trust and confidence.
5. Empathy: Provision of care, individualized attention to customers.
Based on the results of the academic research shows that the merits and drawbacks of using service quality assessment model is remained, even with the same pattern, the results are
different as business sector and situation is different. The subject for the study is on service quality of domestic public hot-spring hotels, which with a view of understanding whether SERVQUAL scale adapted to the research of service quality with the domestic quality of service as basis, coupled with the hot spring characteristics for further research.
Method
This study aimed to explore the application of PZB model in ryokan public service quality gap and satisfaction.

結果 (繁體中文) 3:

圖1。PZB服務質量模型它的主要概念是客戶服務質量的決策者，企業要滿足客戶的需求，這是必要的平滑五級。同時，它還總結出了十個維度來衡量服務質量（共97題），包括可靠性、響應性、能力、訪問、禮貌、溝通、誠信、安全、瞭解客戶和有形資產。差距1：在客戶期望和經理的感知之間，當企業不瞭解客戶的期望時，它不能提供客戶滿意度。差距2：在管理層感知和服務質量規範之間，企業可能受到資源約束和市場條件的限制，並不能達到服務的標準化，從而導致管理質量的差距。差距3：在服務質量規範和服務交付之間，員工缺乏或缺乏培訓，會影響顧客對服務質量的感知。差距4：在服務提供和外部溝通之間，如誇大廣告，導致客戶過度期望，當實際服務沒有預期的好，會减少其對服務質量的感知。差距5：在預期的服務和有經驗的服務之間，是指客戶在接受服務後的看法之間的差距，只有這個差距由客戶確定的大小。PZB學者提煉10决定因素1988根據提出的服務質量在1985到五的因素，如“SERVQUAL”規模。1。Tangibles：體育設施的外觀、工具和設備、人員。2。可靠性：能够可靠、正確地執行承諾服務的能力。三.回應：願意幫助客戶，並提供及時的服務。4。保證：員工的知識和禮貌，並能够傳達信任和信心。5。同理心：提供護理，個性化的關注客戶。基於學術研究的結果表明，使用服務品質評價模型的優點和缺點仍然存在，即使以相同的模式，結果是不同的作為業務部門和情况是不同的。本研究的主題是國內公共溫泉飯店的服務質量，以期瞭解是否SERVQUAL量表適應服務國內質量為基礎，服務質量的研究，再加上進一步研究溫泉的特點。方法本研究旨在探討PZB模型在旅舘公共服務質量差距和滿意度中的應用。