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| 題 名 | 以質性研究探討體驗行銷對顧客滿意度及忠誠度的影響=Applying the Qualitative Research to Discuss Experiential Marketing Influence on the Consumer Satisfaction and Loyalty |
|---|---|
| 作 者 | 許宜庭; | 書刊名 | 台灣雙福三創管理評論 |
| 卷 期 | 2:2 2022.06[民111.06] |
| 頁 次 | 頁23-33 |
| 分類號 | 496.34 |
| 關鍵詞 | 體驗活動; 顧客滿意度; 顧客忠誠度; 質性研究; Experience activities; Consumer satisfaction; Consumer loyalty; Qualitative research; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 本研究目的主要在了解體驗行銷對飛牛牧場遊客之顧客滿意度與忠誠度的 影響。研究以質性研究為研究方法,採用便利抽樣,針對 12 位遊客進行訪談。 研究結果顯示:一、在體驗行銷活動方面,遊客對於參與體驗行銷活動後可以進 一步的認識牧場也可以激發自己更多不同的創意及興趣,並在體驗後對於草原廣 場及動物生態區最為滿意且反應熱烈;二、在顧客滿意度方面:飛牛牧場內的體 驗行銷活動(鮮奶凍及手工蛋糕 DIY、彩繪飛牛等)及活動設施(動物生態區、 草原廣場)深受遊客好評、牧場內的導覽標示也很清楚,可以讓遊客前往正確的 地點、牧場內的整體環境也深受遊客的肯定與滿意。遊客同時認為牧場內的服務 (結帳、解說員和牧場服務人員)及設施(停車場、休息區及警告標示)尚有改 善空間,可使其更加完善;三、在忠誠度方面:遊客認為有參與體驗行銷活動以 及牧場內設施完善與否皆會影響其下次前來之意願,且在參與體驗後皆表示願意 購買其周邊商品。 |
| 英文摘要 | The main purpose of this study is to understand the impact of tourist experiential activities at Flying Cow Ranch on consumer satisfaction and loyalty. The qualitative research is applied as the research method and 12 visitors with convenient sampling has been interviewed. The research showed that, firstly, in terms of experiential marketing activities, tourists can further understand the ranch after participating in the experiential marketing activities, and can also stimulate their own different creativity and interests, and they are most satisfied and enthusiastic about the grassland square and animal ecological area after the experiential marketing activities. Second, in terms of consumer satisfaction, the Flying Cow Ranch's experiential marketing activities and activity facilities are well received by tourists, and the ranch's guides are highly praised by tourists. The signs are also very clear, allowing tourists to go to the right place, and the overall environment in the ranch is also well recognized and satisfied by tourists. Tourists also believe that the ranch's services and facilities have room for continuous improvement. Third, in terms of loyalty, tourists believe that their willingness to participate in the experiential marketing activities, as well as whether the ranch's facilities are complete, will influence their willingness to return the following time, and they all express a willingness to purchase their peripheral products after participating in the experiential marketing activities. |
本系統中英文摘要資訊取自各篇刊載內容。