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題名 | 運用重要表現分析法探討國家公園服務品質之研究--以陽明山國家公園為例=Using the Technique of Importance-Performance Analysis to Service Quality in National Park--A Case of Yangmingshan National Park |
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作者 | 劉惠國; Liu, Hui-kuo; |
期刊 | 運動與遊憩研究 |
出版日期 | 20170900 |
卷期 | 12:1 2017.09[民106.09] |
頁次 | 頁46-59 |
分類號 | 992.38 |
語文 | chi |
關鍵詞 | 服務品質; 行前期待感; 實際認知度; 因素分析; Service quality; Expectation; Perception; Factor analysis; |
中文摘要 | 本研究以陽明山國家公園的遊客為對象,以SERVQUAL服務品質差距為基礎,藉由現場問卷調查,以分析遊客對陽明山國家公園之行前期待感與實際認知度之差距。結果顯示:在28個問項中,有26個問項有顯著性差異,並將有顯著性差異的問項以因素分析萃取出「遊憩服務」、「遊憩設施」、「自我感受」及「心靈感受」等四個因素構面,累積總解釋變異量為58.775%,其中以「遊憩服務」因素構面的影響最大。在重要-表現程度分析法(I.P.A)的部分,行前期待感與實際認知度皆高的有10項,高行前期待感與低實際認知度共有7項,行前期待感與實際認知度皆低的有9項,低行前期待感與高實際認知度有2項。因此建議陽明山國家公園未來的相關規劃,或許可將上述成果列為參考改善之方向。 |
英文摘要 | This study aims to explore the difference between pre-expectations and felt perceptions of Yangmingshan National Park tourists. A questionnaire was conducted, using the SERVQUAL measurement for data processing and analysis. Factor analysis of the items identified four factors; recreational service, recreational facilities, self-perceptions and mental perceptions, explaining 58.775% of total variance. The findings indicated that 26 of 28 items were significant differences, and the result showed that the factor of recreational service had the greatest impact. Based on the importance-performance analysis (I.P.A), the tourists' high level of pre-expectation and felt perception was 10 items, whereas high level of pre-expectation and low felt perception was 7 items. Both low ex-expectation and felt perceptions had 9 items. However, low pre-expectation and high felt perception had 2 items. These findings might serve as references for related planning in the future. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。