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題名：服務品質對遊客滿意度、遊憩利益與遊後行為之影響--高雄市龍舟競賽活動為例
書刊名：餐旅暨觀光
作者：王韻 引用關係
作者(外文)：Wang, Yun
出版日期：2011
卷期：8:2
頁次：頁145-165
主題關鍵詞：服務品質；遊客滿意度；遊憩利益；遊後行為；Service quality；Tourist satisfaction；Recreation benefit；After tour behavior
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(4) 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:4
  • 共同引用共同引用:323
  • 點閱點閱:84
近年來國人生活水準的提升，觀光休閒的需求逐漸擴增，而地方性的特殊節慶活動，則成為地方吸引遊客、塑造形象及帶動地方建設與發展的最佳方式。本研究主要目的在探討服務品質中的人員服務、服務環境與活動品質對遊客滿意度、遊憩利益與遊後行為之影響，另外深入了解遊客滿意度與遊憩利益的中介影響效果。研究方法採便利抽樣法收集問卷，發放地點為高雄愛河的高雄橋與中正橋間人行道，共回收754份有效問卷。研究結果顯示：（一）人員服務、服務環境與活動品質對遊客滿意度、遊憩利益與遊後行為皆有正向的顯著性關係。（二）遊客滿意度對於人員服務、服務環境、活動品質與遊後行為之間的關係具部分中介效果。（三）遊憩利益對於人員服務、服務環境、活動品質與遊後行為之間的關係具部分中介效果。
In recent years, the demands for the tourist leisure are increased due to people have higher living quality. Moreover, the activity for the festival which celebrates the holiday in local becomes a way to attract the tourist, to mold city image, and to lead other constructions in the city. The main purpose of this research is to investigate the influence of service environment, personnel service, and activity service to the tourist satisfaction and the recreation benefit. Total 754 convenience samples were collected by trained personnel in the place of Love River in Kaohsiung during the dragon boat race activity. The findings showed: (1) The service environment, the personnel service, and the active service had significant positive relationships to the tourist satisfaction, the recreation benefit, and after tour behavior; (2) The tourist satisfaction had mediating effect between personnel service, service environment, active service and after tour behavior; (3) The recreation benefit had mediating effect between personnel service, service environment, active service and after tour behavior.
期刊論文
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16.鄭天明、陳美存(20071200)。以節慶活動吸引力探究遊客參與動機、滿意度與忠誠度之關係：兼論不同的參與經驗。觀光研究學報，13(4)，327-346。new window  延伸查詢new window
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24.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
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27.李君如、陳俞伶(20090600)。觀光工廠遊客滿意度模式之實證研究--以改館前後的白蘭氏健康博物館為例。健康管理學刊，7(1)，21-43。new window  延伸查詢new window
28.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
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34.Eroglu, S. A.、Machleit, K. A.、Chebat, J. C.(2005)。The interaction of retailing density and music tempo: Effect on shopper responses。Psychology and Marketing，22(7)，577-589。  new window
35.Mattila, A. S.、Wirtz, J.(2008)。The role of store environmental stimulation and social factors on impulse purchasing。The Journal of Services Marketing，22(7)，562-579。  new window
會議論文
1.謝淑芬、劉惠珍(2004)。地方節慶活動的遊憩利益與付費意願之關聯研究--以宜蘭綠色博覽會為例。臺灣地方鄉鎮觀光產業發展與前瞻學術研討會。臺北：景文科技大學。188-207。  延伸查詢new window
研究報告
1.游瑛妙、黃章展(1999)。節慶活動的吸引力與參觀者對活動品質滿意度分析：以第十一屆中華民藝華會為例。霧峰：台灣省政府交通處旅遊局。  延伸查詢new window
學位論文
1.曾建薰(2008)。遊客滿意度、重遊意願、旅遊頻度結構分析及替代模型比較驗證研究--以惠蓀林場森林遊樂區為例(博士論文)。中興大學。  延伸查詢new window
2.黃琇玫(2003)。地方文化活動與地方認同(碩士論文)。臺南師範學院。  延伸查詢new window
圖書
1.Rapoport, A.(1982)。The meaning of the built environment: A nonverbal communication approach。Tucson：University of Arizona Press。  new window
2.American Marketing Association(1960)。Marketing definitions: A glossary of marketing association。Chicago：American Marketing Association。  new window
3.Kotler, Philip、Armstrong, Gary(1996)。Principles of Marketing。Englewood Cliffs, NJ：Prentice-Hall International, Inc.。  new window
4.Silverman, G.(2001)。The Secrets of Word-of-Mouth Marketing: How to trigger exponential sales through runaway word of mouth。New York, NY：Amacom Books：American Marketing Association。  new window
5.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.(2006)。Service Marketing: Intergrating customer focus across the firm。McGraw-Hill。  new window
6.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
7.Jackson, R.(1997)。Making special events fit in the 21st century。State College, PA：Champaign, IL：Venture Publishing：Sagamore Pub。  new window
8.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
其他
1.廖明坤、陳佳琪(2007)。女性消費者對身體保養品之顧客滿意度及再購意願影響因素之研究。  延伸查詢new window
2.蘇家愷、陳華穗(2008)。文化對於服務接觸的影響─以美濃地區客家餐廳之顧客與服務提供者的觀點探索。  延伸查詢new window
3.C. F. Chen, O. Myagmarsuren(2010)。Exploring relationships between Mongolian destination brand equity, satisfaction and destination loyalty。  new window
4.L. J. Cronbach(1946)。Response sets and test validity。  new window
5.B. L. Drive, P. J. Brown and G. L. Peterson(1991)。Benefits of Leisure。  new window
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7.Robinson, J. P., Shaver, P. R., & Wrightman, L. S.(1991)。Measures of Personality and Social Psychological Attitudes。  new window
8.Stoeltje, Beverly J.(1992)。Festival。  new window
9.S. A. Taylor and T. L. Baker(1994)。An assessment of the relation between service quality and customer satisfaction in the formation of consumers’ purchase intentions。  new window
10.L. W. Turley & R. E. Milliman(2000)。Atmosphere Effects on Shopping Behavior: A Review of the Experimental Evidence。  new window
11.K. L. Wakefield and J. G. Blodgett(1994)。The Importance of Services capes in Leisure Service Settings。  new window
12.Wang, Y.(2009)。Do emotions matter between Discount Store’s Atmospheres and Consumers’ Behavior Responses?。  new window
圖書論文
1.Rust, R. T.、Oliver, R. L.(1994)。Service quality: Insights and managerial implications from the frontier。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California：Sage Publications。  new window
 
 
 
 
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