:::

詳目顯示

回上一頁
題名:旅行社團體旅遊產品之服務品質、顧客滿意度與忠誠度影響關係之研究
書刊名:餐旅暨家政學刊
作者:陳勁甫 引用關係楊琬琪
作者(外文):Chen, Ching-fuYang, Wan-chi
出版日期:2006
卷期:3:1
頁次:頁39-57
主題關鍵詞:服務品質顧客滿意度忠誠度團體旅遊產品Service qualityCustomer satisfactionLoyaltyGroup package tour
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:102
  • 點閱點閱:16
隨著經濟的穩定發展,消費者越來越重視休閒生活,各種旅遊型態因應而 生,國人赴海外旅遊也逐漸蔚為風潮。本研究以出國團體旅遊產品之顧客為研究 對象,透過Cronin and Taylor(1992)所提出SERVPERF 觀念為架構,探討出國團 體旅遊產品所提供的服務品質,對顧客滿意度與忠誠度之間的影響。實證資料係 以本研究設計之問卷,針對出國參加旅遊套裝產品之團客進行問卷調查,透過因 素分析來建構研究構面的操作性衡量構面,並運用結構關係模式來驗證各研究構 面的影響關係。研究結果顯示:服務品質會正向影響顧客滿意度;顧客滿意度會 正向影響忠誠度;而服務品質會正向影響忠誠度度。
Along with the economic growth, a wide variety of tour products, in particular the overseas tour, have been introduced due to consumer’s attention to the quality of leisure life. The purpose of this study is to investigate the relationships between service quality, customer satisfaction and loyalty for group package tour based on the SERVPERF model proposed by Cronin & Taylor (1992). Using questionnaire survey from the customers of overseas group package tours to collect empirical data, the study applied factor analysis extract the main dimensions of service quality, and structure equation model (SEM) to test the relationships between the constructs of interest. The major findings of this research are as follows: service quality has direct, positive impact on both customer satisfaction and loyalty significantly, and customer satisfaction has direct, positive impact on loyalty significantly.
期刊論文
1.Kolesar, Mark B.、Galbraith, R. Wayne(2000)。A Service-Marketing Perspective on e-retailing : Implications for e-retailers and Directions for Further Research。Internet research : electronic Networking Applications and Policy,10(5),424-438。  new window
2.Oliva, T. A.、Oliver, R. L.、MacMillan, I. C.(1992)。A Catastrophe Model for Developing Servied Satisfaction Strategies。Journal of Marketing,56,83-95。  new window
3.Wang, K. C.、Hsieh, A. T.、Huan, T. C.(2000)。Critical service feature in group package tour: An exploratory research。Tourism Management,21(2),177-189。  new window
4.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
5.Gotlieb, J. B.、Grewal, D.、Brown, S. W.(1994)。Consumer satisfaction and perceived quality: complementary or divergent constructs?。Journal of Applied Psychology,79(6),875-885。  new window
6.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
7.沈進成、謝金燕(20030600)。宗教觀光吸引力、滿意度與忠誠度關係之研究--以高雄佛光山為例。旅遊管理研究,3(1),79-95。new window  延伸查詢new window
8.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。  new window
9.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。  new window
10.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
11.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
12.Bultena, Gordon L.、Klessig, Lowell L.(1969)。Satisfaction in camping: A conceptualization and guide to social research。Journal of Leisure Research,1(4),348-354。  new window
13.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
14.Backman, S. J.、Crompton, J. L.(1991)。Differentiating between high, spurious, latent, and low loyalty participants in two leisure activities。Journal of Park and Recreation Administration: A Publication of The American Academy for Park and Recreation administration,9(2),1-17。  new window
15.Szymanski, David M.、Henard, David H.(2001)。Customer Satisfaction: A Meta-analysis of the Empirical Evidence。Journal of the Academy of Marketing Science,29(1),16-35。  new window
16.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
17.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
18.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。  new window
19.Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。  new window
20.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
21.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。  new window
22.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
學位論文
1.林毓珊(2003)。團體旅遊顧客意見卡建構之研究(碩士論文)。中國文化大學。  延伸查詢new window
2.陳玟妤(2001)。旅行業領隊之平面廣告效果研究(碩士論文)。中國文化大學,臺北。  延伸查詢new window
3.鄒宜真(2004)。運用線性結構模式探討網路商店之服務品質、顧客滿意度、顧客忠誠度與消費者特性關係之研究(碩士論文)。國立東華大學。  延伸查詢new window
4.林淑萍(2002)。航空公司網路訂位售票行銷策略與顧客滿意度之研究--以國內航線為例(碩士論文)。南華大學,嘉義縣。  延伸查詢new window
5.林慶村(2005)。銀行業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
6.蔡伯勳(1986)。遊憩需求與滿意度分析之研究--以獅頭山風景遊憩區實例調查--(碩士論文)。國立臺灣大學。  延伸查詢new window
7.廖明豊(2003)。東豐自行車綠廊之遊憩吸引力、服務品質與遊客滿意度及忠誠度之研究(碩士論文)。南華大學。  延伸查詢new window
圖書
1.Day, R. L.(1997)。Toward a process model of consumer satisfaction, in conceptualization and measurement of consumer satisfaction and dissatisfaction。Cambridge, Mass:Marketing Science Institute。  new window
2.陳嘉隆(2001)。旅行業經營與管理。旅行業經營與管理。臺北:先鋒打字印刷公司。  延伸查詢new window
3.Morrison, Alastaiar M.(1989)。Hospitality and travel marketing。Albany, New York:Delmar Publishers Inc。  new window
4.Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY:Lexington Book。  new window
5.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ:Prentice-Hall。  new window
6.張紹勳(2004)。研究方法。臺北:滄海書局。  延伸查詢new window
7.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
8.黃芳銘(2003)。結構方程模式--理論與應用。五南。  延伸查詢new window
9.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
10.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
其他
1.葉華容(2001)。顧客關係、服務品質與顧客忠誠度之研究--以網路購物為例。  延伸查詢new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
1. 服務品質與服務補救對顧客忠誠度影響之研究—以基隆港郵輪乘客為例
2. 結構方程模式應用於市政的服務品質、廣告宣傳、民眾期望、知覺犧牲、知覺價值對忠誠度影響之研究
3. 台灣旅館業品牌形象、服務品質、顧客滿意度、重遊意願之研究
4. 從知覺價值觀點探討影響顧客満意度及行為意圖之因素-以星巴克咖啡為例
5. 臺灣國際觀光旅館服務品質、顧客滿意度與顧客忠誠度之關係研究─兼論顧客滿意度之中介效果
6. 顧客參與對資訊科技服務關係維持之影響-雙因子模型觀點
7. 五星級渡假旅館服務品質與體驗行銷對再購意願影響效果
8. 台灣B2B驗證服務產業服務品質、品牌信任、關係行銷對顧客滿意度與忠誠度影響之研究
9. 內部行銷、關係慣性與顧客滿意度之實證研究
10. 參觀動機、正向思考、體驗價值與行為意圖關係之研究 —以鼻頭角社區學習站為例
11. 連鎖生鮮超市服務品質、顧客滿意度與顧客忠誠度之相關性研究 - 信賴感與關係慣性的干擾效果
12. 銀行服務品質與顧客滿意度之多群組比較分析-以信用合作社改制商業銀行為例
13. 值得信賴、信任、價值、滿意度與忠誠度關係之研究─以國際航空旅客為例
14. 服務品質、企業形象、顧客滿意度對顧客忠誠度關聯性之研究—以高等海事教育機構為例
15. 技職院校服務品質對學生忠誠度因果模式發展之研究
 
無相關著作
 
無相關點閱
 
QR Code
QRCODE