查詢結果分析
來源資料
頁籤選單縮合
題名 | 臺灣中北部地區休閒農場服務品質之研究=A Study of the Service Quality of Leisure Farms in Central and Northern Taiwan |
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作者 | 陳燕釗; Chen, Yen-chao; |
期刊 | 德霖學報 |
出版日期 | 20140100 |
卷期 | 27 2014.01[民103.01] |
頁次 | 頁125-140 |
分類號 | 992.62 |
語文 | chi |
關鍵詞 | 休閒農場; 服務品質; 神秘客; Leisure farm; Service quality; Mystery shopper; |
中文摘要 | 近年來,從事戶外休閒農業的服務品質好壞,會影響遊客在旅遊途中心情起伏與感受,雖然許多休 閒農場為向遊客保證其服務品質,透過台灣休閒農業發展協會依據休閒農場服務品質認證要點申請服務 品質認證,但是其是否符合一般社會大眾認知,乃是長久以來學術界與實務界所關切問題,所以為探究 實況,特對都會區外圍的台灣中北部地區之20 場農場以神秘客方式進行同意度調查分析。調查結果顯示 出以苗栗地區的休閒農場較其他地區的休閒農場展現出較佳的服務品質。整體上,服務人員均相當重視 服裝儀容整潔度,亦相當重視人員操作與遊客體驗,希望帶來優質服務品質。而在環境方面,除提供顧 客充裕與優質的休閒設施之外,亦因針對老弱婦孺及身障者提供無障礙空間、哺乳室、嬰兒車及愛心傘 讓顧客方便使用,反應出較優質的服務品質;本調查分析成果可供政府相關部們在輔導休閒農場之政策 上及做法上做為參考。 |
英文摘要 | In the recent years, the service quality of leisure farms may influence tourists' emotions and feelings during their trips. Although many leisure farms promise their customers that their service quality is guaranteed for they have applied for and obtained the certificate issued by the Taiwan Leisure Farms Development Association based on the Leisure Farm Service Quality Certification Guidelines. However, whether their services can meet the general public's expectations has been an issue of concern in the academic circle and field practices. Thus, in order to explore the real situation related to this issue, this study performed a satisfaction survey with 20 leisure farms in central and northern Taiwan with mystery shoppers and analyzed the data obtained from the survey. The results showed that the service quality of the leisure farms in Miaoli Area was better than other areas. Generally, all the service staffs paid a lot of attention to their appearances and tidiness. They also valued staff operations and tourist experiences, in hopes of brining high-quality services to customers. In the aspect of environment, besides providing customers sufficient and high-quality leisure facilities, these leisure farms also offered barrier-free spaces, nursery rooms, baby carriages, and courtesy umbrellas for the old and weak and the disabled, to improve their convenience and to show better service quality. The analysis results of this study can be used as references for the related government agencies in making policies and taking other measures to guide leisure farms. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。