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來源資料
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題 名 | 酒店顧客忠誠度影響因素之實證研究--以澳門某酒店為例=An Empirical Study of Factors Influencing Hotel Customer Loyalty: The Case of a Macao Hotel |
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作 者 | 秦斌; | 書刊名 | 澳門理工學報 |
卷 期 | 14:3=43 2011[民100] |
頁 次 | 頁93-110 |
分類號 | 489.2、489.2 |
關鍵詞 | 澳門; 酒店; 顧客忠誠度; 結構方程模型; Macao; Hotels; Customer loyalty; Structural equation models; |
語 文 | 中文(Chinese) |
英文摘要 | Since its handover to China in 1999, Macao has witnessed a phenomenal hotel industry boom, driven by its thriving tourism and gaming sectors. With increasingly mature consumers and a more competitive market, maintaining relationships with existing customers and hence cultivating customer loyalty has become a primary concern of hoteliers in Macao. In this research, a questionnaire survey was conducted in a Macao hotel with the aim of investigating consumer behavior in Macao’s hotel industry. Based on the American Customer Satisfaction Index (ACSI) model, the Structural Equation Modeling (SEM) method was used for path analysis in order to find out the factors that influence hotel customer loyalty. The identified factors are: customer satisfaction, quality perception, value perception, brand image and quality expectation. |
本系統中英文摘要資訊取自各篇刊載內容。