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題 名 | GPT服務品質構面與量表之建立:整合旅遊仲介與消費觀點=The Dimensions and Scale of GPT Service Quality--Integrating the Perspectives of Travel Intermediary and Consumer |
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作 者 | 曹勝雄; 李淑如; | 書刊名 | 休閒與遊憩研究 |
卷 期 | 1:1 2007.05[民96.05] |
頁 次 | 頁15-40 |
分類號 | 992.2 |
關鍵詞 | 團體套裝旅遊; 服務品質量表; 信度; 效度; GPT; Service quality scale; Reliability; Validity; |
語 文 | 中文(Chinese) |
中文摘要 | 團體套裝旅遊(group package tour, GPT)是一種組合式的產品,其獨特性在於產品是由旅行社設計安排,而多數服務卻是由旅行社的供應商(航空合司、飯店、餐廳等)來直接提供服務。旅行社必須對CPT產品的消費顧客,提供服務品質的承諾,然而在服務傳遞的過程中,有許多影響服務品質的因素卻是旅行社無法掌控的。過去已有許多研究針對單一觀光產業,例如航空公司、餐廳、飯店業與旅行社之服務品質構面進行研究,但是GPT是一種旅遊產品而非企業體,加上產品內容涉及多種供應商及旅行社本身,因此對其服務品質之評量即與過去之研究大異其趣。對於CPT服務品質之評量,實有必要從旅行社安排行程的觀點切入,整合供應商所提供之服務要素以進行評估。本研究目的即在提出GPT服務品質量表之發展程序,歸納出適合衡量GPT群服務品質的構面要素,同時驗證量表之信、效度,以提供GPT服務品質之有效衡量工具。 |
英文摘要 | Group package tour (GPT) is a kind of composite product. The unique feature is the product designed by travel agents, but the main services provided by travel suppliers like airlines, hotels and restaurants. Travel agents have to make promises of service quality for GPT customers. However, many influential factors of service quality are beyond the control of travel agents. Many past researches have focused on the service quality assessment of tourism related industry, such as airlines, hospitality and travel agents. GPT is one kind of travel product, but not the corporation itself, therefore, the dimensions and contents of service quality assessment of GPT is quite different from the past researches. The purpose of this study is to provide a development procedure and scales for the assessment of GPT service quality. Concluding the appropriate dimensions and items, and validate the reliability/validity of the scale to develop an effective measurement tool. |
本系統中英文摘要資訊取自各篇刊載內容。