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題名 | 休閒遊憩商圈服務品質之研究--以高雄旗津為例=A Study of Leisure Business District Service Quality--A Case of Chi-jin, Kaohsiung |
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作者 | 郭英峰; 陳邦誠; Kuo, Ying-feng; Chen, Pang-cheng; |
期刊 | 品質學報 |
出版日期 | 20050300 |
卷期 | 12:1 民94.03 |
頁次 | 頁53-62 |
分類號 | 496.7 |
語文 | chi |
關鍵詞 | 休閒遊憩商圈; 服務品質; 顧客滿意度; 顧客忠誠度; Leisure business district; Service quality; Customer satisfaction; Customer loyalty; |
中文摘要 | 目前國人對休閒活動日益重視,而要如何提升觀光景點與商家的服務品質,便成為一個重要的課題。本研究以PZB (Parasuraman, Zeithaml & Berry) 服務品質模式 (SERVQUAL Model) 為基礎,並透過相關文獻之探討、與當地店家及主管機關訪談後對問卷進行修正,編製適用於衡量休閒遊憩商圈服務品質之問卷,並針對至高雄旗津旅遊消費之遊客進行調查。研究結果顯示,在遊客對於認知與期望服務品質之差異分析中,評估項目皆具有顯著之差異,表示遊客不滿意目前的服務品質。就構面而言,最滿意的為有形性,最不滿意的為保證性;整體滿意度除了與整體認知服務品質呈顯著正相關外,另外與忠誠度、再購意願 (或重遊意願)、推薦程度具顯著正相關。因此若想提升旗津當地的服務品質,必須縮小遊客對商家及遊憩景點認知與期望服務品質之差異,如此才能以最有效率的方式提升當地的服務品質。 |
英文摘要 | The purposes of this study are to analyze the gap between expectation and perception of consumers about service quality of leisure business district and to understand the relationship among service quality, customer satisfaction, and customer loyalty. The questionnaire of this study is based on the SERVQUAL model and modified by the experts in this field. The consumers who travel to Chi-Jin leisure business district in Kaohsiung are chosen as subjects in this study. Results indicate that there is a gap between the consumers’ perceived service quality and expected service quality and the dimension of “tangible” is the smallest, while that of the dimension of “assurance” is the largest. Overall service quality is positively related to the overall customer satisfaction, loyalty, continuous purchasing or visiting intention, and recommendations. The suggestions for improving service quality are also provided. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。