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題 名 | 休閒遊樂業服務品質測度工具應用之實證研究=An Empirical Study of Service-Quality Measurement's Application in Amusement Industries |
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作 者 | 蔡政宏; | 書刊名 | 正修學報 |
卷 期 | 13 2000.12[民89.12] |
頁 次 | 頁241-255 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 驗證性因素分析; SERVQUAL量表; Service quality; Confirmation factor analysis; SERVQUAL; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究的目的主要在探討消費者對休閒遊樂業服務品質的觀點及消費者對休閒遊樂業所知覺得服務品質為何?並藉由SERVQUAL量表的潤飾與驗證,發展出適合於本土化的服務品質測度工具。 經由探索性與驗證性的因素分析技術,以LISREL8統計工具驗證服務品質量表模式的配適程度,萃取出消費者心目中所認定的服務品質構面,進而實際衡量消費者心中的服務品質缺口。研究結果發現(1)服務品質可分為有形性、信賴性、反應性、保證性與關懷性五個構面,其中又以反應性的解釋變異能力最強保證性次之(2)以上述五大構面所建立的服務品質模式驗證結果顯示,模式內容與模式細列(Specification)尚需再作理論上的修飾,才足以更有效測出消費者心中知覺的服務品質(3)消費者心中確實存有服務品質的缺口。 |
英文摘要 | The purpose of this study is to analyze the concept and gap between expectation and perception of consumers about service quality of amusement industries, and modify and test SERVQUAL to develop an assessment instrument for local use. We use exploratory and confirmatory factor analysis and the LISREL8 tool to ratify the fitness of the service quality measurement model. The finding indicated that:(1) There are five concepts on consumer's perception of service quality, including tangibility, reliability, responsiveness, assurance and empathy. (2) Through the model with the above mentioned five concepts, it shows that there will be some theoretical modification left to be made to measure effectively the perception of consumers about service quality (3) The gap5 between expectation and perception of consumer's about service quality really exists. |
本系統中英文摘要資訊取自各篇刊載內容。