查詢結果分析
來源資料
頁籤選單縮合
題 名 | 旅館業服務品質與購後行為意圖關係之研究=A Study on the Relationship between Service Quality and Post-purchasing Behavioral Intentions in International Tourist Hotel |
---|---|
作 者 | 賴其勛; 邴傑民; 葉湞惠; | 書刊名 | 中華管理評論 |
卷 期 | 2:5 民88.07 |
頁 次 | 頁69-85 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 購後行為意圖; 旅館業; Service quality; Post-purchasing behavioral intention; Hotel industry; |
語 文 | 中文(Chinese) |
中文摘要 | 本文探討旅館業服務品質對顧客購後行為意圖之影響,分析服務人員與顧客對服務品質的認知差距,作為業者提昇服務品質的依據。結果發現:(1) 服務品質的認知有顯著差距,尤其是「服務態度」,顯示員工高估自己的表現。在重視程度方面,員工低估了顧客對於「有形性」及「特色與外觀」的重視程度;(2) 整體服務品質與購後行為意圖顯著相關,服務品質愈高,顧客愈忠誠,愈不會採取轉換行為與公開抱怨行為。以構面而言,「服務態度」愈好,顧客愈忠誠,愈不會採取公開抱怨行為;「有形性及特色與外觀」愈好,顧客愈忠誠,愈不會採取轉換行為;(3) 過去經驗影響購後行為意圖。「無遭遇問題」比「問題未解決」的顧客忠誠度高;「無遭遇問題」比「問題已解決」的顧客,更可能採取轉換行為;「問題已解決」比「問題未解決」的顧客,較不會採取公開抱怨行為。 |
英文摘要 | The purpose of this study is intended to investigate the influence of service quality on customer’s post-purchasing behavioral intention and analyze perceptual difference between service personnel and customer by which service quality is enhanced. The results are : (1) there is significant difference in service quality perception, especially in “service attitude”, indicating service personnels overly estimating self-expression. In the aspect of the degree of significance, service personnels underestimate customer’s interest in “tangibility” and “feature and appearance”; (2) there is significant correlation between overall service quality and post-purchasing behavioral intention. The higher service quality, the higher customer’s loyalty, the lower switch behavior, and the lower public complaint behavior. Among them, the higher “service attitude”, the higher customer’s loyalty and lower public complaint behavior. The higher the “tangibility, feature, and appearance”, the higher the customer’s loyalty and the lower switch behavior; (3) past experience would affect post-purchasing intention. “Without encountered problem” customer shows higher loyalty than “without resolution of encountered problem” customer. “Without encountered problem” customer shows higher inclination to take switch behavior than “with resolution of encountered problem” customer. “With resolution of encountered problem” customer shows less inclination to take public complaint behavior than “without resolution of encountered problem” customer. |
本系統中英文摘要資訊取自各篇刊載內容。