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題名：國民旅遊在服務品質、服務價值、滿意度與忠誠度關係之研究--以茂林國家風景區為例
書刊名：顧客滿意學刊
作者：林士彥／陳冠仰 引用關係
作者(外文)：Lin, Shih-yen／Chen, Kuan-yang
出版日期：2009
卷期：5:1
頁次：頁1-32
主題關鍵詞：服務品質；服務價值；滿意度；忠誠度；Service quality；Perceived value；Satisfaction；Behavior intention
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(9) 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:7
  • 共同引用共同引用:15
  • 點閱點閱:70
在政府全力支持觀光旅遊的發展與週休二日制度實施後，國人對於國內休閒遊憩越來越重視。因此，如何改善旅遊景點的服務品質並有效利用資源爲當務之急。本研究以茂林國家風景區爲研究範圍，目的以建構服務品質爲前因變項、顧客價值與顧客滿意度爲中介變項、忠誠度爲結果變項之因果模式，以茂林國家風景區之遊客爲研究樣本進行實證，探討茂林國家風景對遊客所提供之服務品質、顧客價值與顧客滿意度對遊客忠誠度的影響，以提供國家風景區管理單位可行策略與建議。在研究結果中發現，除了服務品質對忠誠的關係未顯著外，本文的理論架構與研究假設大都獲得支持。因此爲了可使遊客留下深刻印象、留下良好的口碑與提高遊客的再遊意願，國家風景區之管理當局可針對這些構面的提升作有效的規劃，提供遊客在生理及心理上的滿足。
Based on the government's supporting for tourism industry and advantageous policy of two-days off, people emphasize recreation and leisure gradually on domestic tourism. Thus, it is important for how to improve the service quality of scenic areas by using resources efficiently. The purpose of this study is to construct the causal model of service quality (antecedent), customer value and customer satisfaction (mediating Effects) and loyalty (consequences). This study investigated the relationships among service quality, service value, satisfication and loyalty with consumers who take a recreation in Maulin National Scenic Area as sample in order to provide avarable strategies and suggestions to related beroau. In the results of this study, the theoretical constructs and hypotheses are almost supported except for the relationships between service quality and loyalty. Therefore, related bureau can follow these output of dimensions to plan, and let recreatioist satisfied in physiology and psychology in order to make recreatioist have deep image, get word of mouth, and go up re-travel intention.
期刊論文
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圖書
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4.交通部觀光局(2004)。中華民國九十二年觀光年報。交通部觀光局。  延伸查詢new window
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