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題 名 | 生態旅遊地服務品質構面對體驗滿意影響效果--以烏來雲仙樂園銀髮族遊客為例=The Effect of the Service quality Dimensions on Ecotourism Site--A Case Study of Seniors Tourists in Yun Hsien Holiday Resort, Wulai |
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作 者 | 姚映阡; 湯幸芬; | 書刊名 | 島嶼觀光研究 |
卷 期 | 9:1 2016.03[民105.03] |
頁 次 | 頁40-72 |
分類號 | 992.82 |
關鍵詞 | 生態旅遊地服務品質構面效果; 體驗滿意; Service quality dimensions in ecotourism site; Experience satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要目的為探討生態旅遊地銀髮族遊客服務品質與體驗滿意狀況以及分析銀髮族遊客的生態旅遊地服務品質構面對體驗滿意影響效果。文獻回顧將生態旅遊地服務品質分成設施與環境安全性、服務人員、環境教育活動吸引力、衛生設施與醫療可近性與餐飲環境衛生與環保等五個構面,體驗滿意分為感官體驗、情感體驗、思考體驗、行動體驗與關聯體驗等五個構面進行測量。本研究以參與雲仙樂園旅遊的銀髮族遊客為研究對象,共發出300份問卷,有效問卷293份。研究發現生態旅遊地服務品質構面最為滿意「服務人員」,最不滿意「衛生設施與醫療可近性」;體驗滿意構面最為滿意「關聯體驗」,最不滿意「思考體驗」。此外,在「餐飲環境衛生與環保」對「感官體驗」影響效果最大;「服務人員」對「情感體驗」、「行動體驗」、「關聯體驗」影響效果最大;「環境教育活動吸引力」對「思考體驗」影響效果最大,最後可見銀髮族遊客以「服務人員」構面對體驗滿意影響效果最好,因此,建議未來園區致力於服務人員的品質維持,將能有效提升銀髮族遊客體驗滿意程度。 |
英文摘要 | The purpose of this research is to investigate service quality and experience of satisfaction seniors tourists on eco-tourism sites, as well as to analysis the effect of the ecotourism service quality dimensions with the experience satisfaction for seniors tourists. This study developed a questionnaire about service quality of ecotourism sites and experience of satisfaction using literature review. The facets of service quality in the questionnaire include safety of facilities and environment, service personnel, environmental education activities, sanitation and healthcare, proximity to medical treatments, food sanitation and environments. The facets of experiencing satisfaction include Sense, Feel, Think, Act, and. A total of 293 valid questionnaires were collected from senior tourists in Yun Hsien Holiday (300 questionnaires were distributed).The results indicated that 'service personnel' brought the most satisfaction concerning the service quality of ecotourism sites. The experience of "Relate" brought the most satisfaction concerning experience of satisfaction. It showed that senior tourists felt satisfaction towards the service people in the park. They could really feel relaxed after going on ecotourism, while a sense of responsibility for environmental protection was also evoked among them. Moreover, the research found that "Service Personnel" brought the greatest impact on "Feel", "Act" and "Relate". "Food sanitation and environmental" had the maximum effect on 'Sense'; "Attractiveness of environmental education activities" influenced "Think" the most. Thus, "Service Personnel" are most important to senior tourists. The findings suggest that the management should be committed to maintaining the quality of service staff, which will effectively enhance the experience of satisfaction for senior tourists. |
本系統中英文摘要資訊取自各篇刊載內容。