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題名：澎湖地區民宿的服務品質、顧客滿意度及忠誠度之關係研究
書刊名：運動休閒餐旅研究
作者：陳甦彰 引用關係／陳俊宏／李淑梅
作者(外文)：Chen, Su-chang／Chen, Chun-hung／Lee, Shu-may
出版日期：2009
卷期：4:4
頁次：頁178-198
主題關鍵詞：民宿；服務品質；顧客滿意度；顧客忠誠度；Bed and breakfast；B&B；Service quality；Customer satisfaction；Customer loyalty
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(1) 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:31
  • 點閱點閱:142
澎湖的觀光資源相當豐富，但澎湖民宿住宿品質卻爲人所詬病，如何提高服務品質已成爲澎湖民宿業者重要課題，民宿業者若能利用澎湖本地資源開創特色或建立風格，提升整體住宿品質，應可增加顧客之滿意度，提高旅客重遊之意願，建立民宿的品牌忠誠度。本研究之目的乃在探討澎湖地區民宿之服務品質、顧客滿意度及忠誠度之關係，本研究以投宿於澎湖合法民宿的遊客爲研究對象，以問卷調查的方式共發出500份問卷，回收420份有效問卷，有效回收率爲84%。經統計結果發現在服務品質重視度方面，最高的爲回應性，其次爲可靠性，最不重視爲保證性。經結構方程式(LISREL)分析後發現服務品質會正向顯著影響顧客滿意度；而服務品質則會透過顧客滿意度正向顯著影響顧客忠誠度。
The resources of tourism are plentiful in Penghu area, but the quality of accommodation lodges are denounced by tourists. If Bed & Breakfast (B&B) owners can utilize the unique tourism resources in Penghu area and create distinguishing features of their own style and upgrade the quality of service, it will increase their customer satisfaction and revisit intention and the loyalty to B&B brand name. The purpose of this study is to explore the relationship among service quality, customer satisfaction and customer loyalty of B&B in Penghu area. This study selected customers who stayed in legal B&B as research population. In order to reach the research purpose, the questionnaire survey was conducted. There were 500 questionnaires distributed to the B&B visitors, only 420 of them were replied, the available retrieved rate was 84%. The results found are listed as follows: among the factors of service quality, the foremost factor that the customers pay most attention to is the response to their requests, the second factor is the reliability, the most neglected factor is the assurance. Through the LISREL analysis, the service quality has positive effect on customer satisfaction. The service quality will positively affect customer loyalty through customer satisfaction as a mediator.
期刊論文
1.張彩芸(2002)。海外連線看民宿。東海岸評論，167，14-19。  延伸查詢new window
2.Neal, W. D.(1999)。Satisfaction is Nice, But Value Drive Loyalty。Marketing Research，11(1)，20-23。  new window
3.鄭詩華(19920800)。農村民宿之經營及管理。戶外遊憩研究，5(3/4)，13-24。new window  延伸查詢new window
4.Kasper, Hans(1988)。On problem perception, dissatisfaction and brand loyalty。Journal of Economic Psychology，9(3)，387-397。  new window
5.Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service，21(1)，1-12。  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.楊家彥(20020100)。危機也是轉機--淺論臺灣休閒農業的發展。臺灣經濟研究月刊，25(1)=289，81-85。new window  延伸查詢new window
8.韓選堂、顧志豪(19920900)。休閒農業發展中民宿建築類型之選擇研究。農業工程學報，38(3)，38-55。  延伸查詢new window
9.Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing，56(3)，83-95。  new window
10.楊宗明、周怡君(1997)。顧客滿意度調查--大大鞋業的個案研究。品質學報，4(2)，149-163。  延伸查詢new window
11.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
12.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
13.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
14.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
15.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
16.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
17.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
18.徐自強(2004)。服務產品品質特性之淺見。品質月刊，40(4)，31-33。  延伸查詢new window
19.蔡耀宗(2005)。休閒旅遊產業的服務品質提升。品質月刊，41(5)，24-26。  延伸查詢new window
20.McCain, C. S.、Jang, S.、Hu, C.(2005)。Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels。Hospitality Management，24(3)，465-472。  new window
會議論文
1.陳甦彰、陳俊宏、李淑梅(2007)。民宿的服務品質;滿意度及忠誠度之關係探討--以澎湖地區爲例。新竹。  延伸查詢new window
2.Czepiel, J. A.、Rosenberg, L. J.、Akerele, A.(1974)。Perspective on consumer satisfaction119-123。  new window
學位論文
1.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
圖書
1.張健豪、袁淑娟(2002)。服務業管理。台北：揚智文化。  延伸查詢new window
2.黃芳銘(2005)。社會科學統計方法學：結構方程模式。臺北：五南。  延伸查詢new window
3.林清河、桂楚華(1998)。服務管理。台北市：華泰書局。  延伸查詢new window
4.Newell, F.(2000)。Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing。McGraw-Hill。  new window
5.Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York：American Management Assocation。  new window
6.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
7.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。  new window
8.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
9.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
10.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
11.廖惠萍(2003)。普羅旺斯歐風民宿。台北。  延伸查詢new window
12.蔡梅馨、周淑君、王蕙蘭(2005)。澎湖地區民宿發展與經營型態之調查硏究。澎湖。  延伸查詢new window
其他
1.陳麟，侯建章，王瑩瑋，鄭錫欽(2008)。菓葉觀日樓--彰湖民宿行銷傳奇，台北。  延伸查詢new window
 
 
 
 
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