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題名:旅客旅遊行為、服務品質、滿意度及忠誠度相關之研究--以劍湖山主題樂園為例
書刊名:運動休閒餐旅研究
作者:林永森 引用關係林姵伶黃小玲
作者(外文):Lin, Yung-senLin, Pei-lingHuang, Shiao-ling
出版日期:2007
卷期:2:2
頁次:頁67-83
主題關鍵詞:旅客旅遊行為服務品質滿意度忠誠Tourist behaviorService qualitySatisfactionLoyalty
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(13) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:13
  • 共同引用共同引用:0
  • 點閱點閱:60
本研究目的在於探討遊客對於參訪主題樂園旅遊過程,所感受到的服務品質、滿意度評價、遊客旅遊行爲相關變項以及忠誠度。首先建立認知服務品質與滿意度構面,進而分析遊客旅遊行爲及忠誠度。本研究於96年3月25日起前往劍湖山世界實施問卷調查,至96年4月8日共回收400份,其中5份爲無效問卷,有效問卷共395份(回收率98.75%)。將所回收問卷經分析後,本研究發現:1.不同的人口統計變項對認知服務品質及滿意度之差異,經單因子變異數分析後除不同職業之遊客在環境便利有顯著差異外,其餘變項均無顯著差異。2.經由因素分析,可將服務品質、滿意度量表分爲環境便利性、人員表現性、設施可靠性、體貼關懷性、表演規劃等五項構面;遊客忠誠度量表分爲正向推薦、負向公開抱怨、負向私下抱怨三項因素構面。3.遊客認知服務品質、滿意度與忠誠度之相關,在相互交叉構面分析中,各個變項之間都存在著相關性。4.遊客認知服務品質、滿意度可預測其忠誠度。根據上述本研究建議業者可參考此結果,作爲遊樂園業日後改善服務品質以提高遊客滿意度及忠誠度策略之參考;此外亦可建議未來相關研究者將本研究架構套用至不同觀光產業延伸探討。
The purpose of this study was to discuss service quality, satisfaction evaluation, tourist behavior, and loyalty while tourists visiting theme parks. The structures of recognized service quality and satisfaction were first built, and then tourists' behavior and loyalty were analyzed. From March 25(superscript th) to April 8(superscript th), 2007, 395 questionnaires were completely responded in Janfusun Fancy World with a 98.75% of return rate. The findings of the analyzed results were as follows: (1) Under the analysis of ANOVA, there was no significant difference between different population statistic variables and service and loyalty except that tourists with different occupation had significant difference on environment convenience. (2) The chart of service quality and satisfaction was analyzed by the factor analysis and divided into five structures: environment convenience, employee performance, facility reliability, considerate care, and show planning. The chart of tourist loyalty was divided into three structures: positive recommendation, negative public complaint, and negative private complaint. (3) The correlation among service quality, satisfaction, and loyalty was analyzed by the interactive structure analysis, and showed that there was correlation among the variables. (4) The recognized service quality and loyalty of tourists could predict their loyalty. The results of this study were provided as reference for business to increase satisfaction and loyalty by improving service quality, and for future scholars to apply this study structure to studying in different tourism business.
期刊論文
1.Reichheld, Frederick F.、Schefter, Phil(2000)。E-Loyalty。Harvard Business Review,78(4),105-113。  new window
2.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
3.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
4.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
5.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
6.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
會議論文
1.張孝銘、施慧珉(2003)。身心障礙遊客主題遊樂園旅遊體驗之調查研究--以月眉育樂世界主題探索樂園為實證。2003臺灣體育運動與健康休閒發展趨勢研討會。嘉義:吳鳳技術學院。  延伸查詢new window
學位論文
1.徐同劍(1996)。遊樂園區業服務品質與遊客再遊意願關連之研究(碩士論文)。大葉工學院。  延伸查詢new window
2.黃振翔(2001)。刺激性遊具之刺激程度與遊憩滿意度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
3.王彬如(1996)。遊憩體驗歷程之探討分析--以環島鐵路花蓮二日遊為例(碩士論文)。文化大學。  延伸查詢new window
4.王惠芬(2002)。主題樂園遊客行為之研究--以劍湖山世界、六福村及九族文化村為例(碩士論文)。朝陽科技大學,臺中市。  延伸查詢new window
5.蘇武龍(2000)。住院服務品質與病患滿意度之探討--以成大、奇美醫院為例(碩士論文)。國立成功大學。  延伸查詢new window
6.林晉毅(2003)。遊憩衝擊與遊客體驗關係之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
7.林苑地(2004)。主題樂園遊樂品質評量指標建立及遊樂滿意度評量模式發展之研究--以國內民營綜合主題樂園為例(碩士論文)。真理大學。  延伸查詢new window
8.魏弘發(1996)。遊客選擇行為與遊憩阻礙之研究:以臺灣民俗村為例(碩士論文)。逢甲大學。  延伸查詢new window
9.張嘉宇(2004)。遊客面對遊憩區擁擠所採行調適機制之探討--以劍湖山主題遊樂園遊客為例(碩士論文)。南華大學。  延伸查詢new window
10.高儀文(1999)。主題遊樂園服務品質與遊客購後行為關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
11.黃昭通(1994)。重力模式應用於戶外遊憩需求預測之實證研究--以南投縣境內之遊憩區為例(碩士論文)。國立中興大學,台中縣。  延伸查詢new window
12.謝金燕(2003)。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(碩士論文)。南華大學。  延伸查詢new window
圖書
1.張孝銘、施慧珉、王惠韻(2003)。遊客主題遊樂園旅遊體驗之調查研究一以九族文化村為實證。臺北:真理大學。  延伸查詢new window
2.Solomon, M. R.(1999)。Consumer Buying, Having, and Being。Boston:Allyn and Bacon。  new window
3.榮泰生(1998)。企業研究方法。臺北:五南圖書出版公司。  延伸查詢new window
4.Bryman, Alan、Cramer, Duncan(1997)。Quantitative data analysis with SPPS for windows: A guide for social scientists。Routledge。  new window
圖書論文
1.Driver, B. L.、Tocher, R. C.(1970)。Toward a Behavioral Interpretation of Recreational engagements, with implications for Planning。Elements of Outdoor Recreation Planning。Ann Arbor, MI:The University of Michigan Press。  new window
 
 
 
 
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