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題名:石門活魚餐廳滿意度調查研究--重要-表現程度分析法之應用
書刊名:管理實務與理論研究
作者:陳沛悌 引用關係李正慧 引用關係余佩潔
作者(外文):Chen, Pei-tiLee, Cheng-feiYu, Pei-chieh
出版日期:2008
卷期:2:2
頁次:頁89-104
主題關鍵詞:石門活魚餐廳行前期望實際體驗滿意度重要-表現程度分析法Fresh fish restaurantBefore-trip expectationOn-site experienceSatisfactionImportance-performance analysisIPA
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(5) 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:5
  • 共同引用共同引用:170
  • 點閱點閱:50
本研究針對石門水庫管理局活魚餐廳集中區之遊客進行調查,試圖瞭解遊客對於石門活魚餐廳之區位便利性、硬體設備、環境整潔舒適、服務人員、菜色及經營管理等各方面滿意程度,並採用重要-表現程度分析法試圖找出有利於當地餐廳業者未來發展之優勢、弱點、機會與威脅。研究結果顯示石門活魚遊客特色爲:青壯年、已婚、教育程度高、收入中等、北部地區居民爲主;旅遊特性爲:自行開車前往、與親朋好友同遊、經親朋好友口耳相傳、旅遊費用介於1,000~3,000元。研究結果發現,遊客對於石門活魚餐廳大都持正面之評價。重要研究結果如下:(1)維持用餐環境整潔與衛生、訓練主動、積極、熱情的服務人員、及提供美味與多樣化的菜餚爲遊客認爲重要且石門活魚餐廳業者應繼續努力保持之項目;(2)改善服務人員的專業知識與迅速反應能力、定期檢視菜餚品質與數量、調整營業時間與價格是遊客認爲重要而石門活魚餐廳業者實際表現不如預期之項目。文末並針對後續相關研究方向與當地業者在經營管理方面提出建議。
This study is intended to investigate the difference between before-trip expectation and on-site experience of visitors dining at Shihmen fresh fish restaurants in Taoyuan. It is expected that the findings can provide the operators of Shihmen fresh fish restaurants a guiding framework for implementing sustainable development. The relationships between visitors' demographic characteristics, traveling behaviors and their before-trip expectation and on-site experience were statistically explored. The Importance- Performance Analysis (IPA) was applied to analyze the level of satisfaction of the visitors with their dining experience at fresh fish restaurants. The results indicate that the cleanliness and sanitary of the dining environment, the courtesy and enthusiasm of the service staff and the diversity and tasty of the food are the three most important issues that the operators of fresh fish restaurants should continue working on. The speed of responses, the professionalism of service staff, the quality and quantity of food, the opening hours and price list are the issues that visitors were unsatisfied with and the operators of fresh fish restaurants should make resolutions for improvement. Theoretical and practical implications were also discussed.
期刊論文
1.Szivas, E.(1999)。The Development of Wine Tourism in Hungary。International Journal of Wine Marketing,11,7-18。  new window
2.Singh, J.(1991)。Understanding the Structure on Consumer Satisfaction Evaluations of Service Delivery。Journal of the Academy of Marketing Science,19(3),223-244。  new window
3.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing,41(1),77-79。  new window
4.黃宗成、黃躍雯、余幸娟(20000900)。宗教觀光客旅遊動機、期望、滿意度關係之研究。戶外遊憩研究,13(3),23-48。new window  延伸查詢new window
5.Schreyer, R. S.、Roggenbuck, J. W.(1978)。The Influence of Experience Expectation on Crowding Perceptions and Social-Psychological Carrying Capacities。Leisure Sciences,1(4),373-394。  new window
6.Baker, D. A.、Crompton, J. L.(2000)。Quality, satisfaction and behavioral intention。Analysis of Tourism Research,27(3),785-804。  new window
7.吳忠宏、黃宗成、邱廷亮(20041200)。玉山國家公園遊客旅遊動機、期望、體驗、滿意度與重遊意願之研究。國家公園學報,14(2),23-41。new window  延伸查詢new window
8.Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal,19(3),1-25。  new window
9.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
10.吳忠宏、黃宗成(20011200)。玉山國家公園管理處服務品質之研究:以遊客滿意度為例。國家公園學報,11(2),117-135。new window  延伸查詢new window
11.陳水源(19881000)。遊客遊憩需求與遊憩體驗之研討。戶外遊憩研究,1(3),25-51。new window  延伸查詢new window
12.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
會議論文
1.黃章展、李素馨、侯錦雄(1999)。應用重要--表現程度分析法探討青少年觀光遊憩活動需求特性。1999休閒、遊憩、觀光研究成果研討會,(會議日期: 1999)。臺北:中華民國戶外遊憩學會。99-113。  延伸查詢new window
研究報告
1.交通部觀光局(2005)。93年臺閩地區主要觀光遊憩區遊客人數月別統計。台北:交通部觀光局。  延伸查詢new window
學位論文
1.曾明媛(2005)。紗帽山溫泉餐廳服務品質影響遊客滿意度及忠誠度之研究--以椰林溫泉餐廳為例(碩士論文)。南華大學。  延伸查詢new window
2.劉小瑋(1997)。台北地區老人餐廳消費行為之研究(碩士論文)。文化大學。  延伸查詢new window
3.吳正雄(1998)。國際來華旅客對中華餐飲消費行為之研究(碩士論文)。中國文化大學。  延伸查詢new window
4.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
圖書
1.交通部觀光局(2007)。中華民國95年國人旅遊狀況調查。交通部觀光局。  延伸查詢new window
2.交通部觀光局(2007)。95年臺閩地區主要觀光遊憩區遊客人數月別統計。交通部觀光局。  延伸查詢new window
3.林玥秀、高秋英(2004)。餐飲管理--理論與實務。臺北:揚智文化出版社。  延伸查詢new window
4.Driver, B. L.(1977)。Item Pool for Scales Designed to Quantify the Psychological Outcomes Desired and Expected from Recreation Participation。Fort Collins, CO:USDA Forest Service, Rocky Mountain Forest and Range Experiment Station。  new window
5.O'Sullivan, Ellen L.(1991)。Marketing for parks, recreation, and leisure。State College, PA:Venture Publishing, Inc.。  new window
6.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
7.Nunnally, Jum C.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Hall, C. M.、Sharples, L.(2003)。The Consumption of Experiences or the Experience of Consumption: An Introduction to the Tourism of Taste。Food Tourism Around the World: Development, Management and Markets。Oxford:Butterworth-Heinemann。  new window
 
 
 
 
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