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遊客對住宿服務品質、滿意度與行為意向之研究─以墾丁國家公園為例 = A ...

國立高雄大學運動健康與休閒學系碩士班

遊客對住宿服務品質、滿意度與行為意向之研究─以墾丁國家公園為例 = A Study on Service Quality, Satisfaction and Behavior Intention of Lodging Industry in Kenting National Park

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study on Service Quality, Satisfaction and Behavior Intention of Lodging Industry in Kenting National Park
作者:	陳俊丞,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	107面圖，表 : 30公分;
標題:	墾丁國家公園
標題:	Behavior intention
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/21469650159984397410
附註:	參考書目：面93-102
附註:	103年12月16日公開
摘要註:	墾丁國家公園擁有獨特的自然景觀，2012年共700萬人次到此旅遊，為台灣知名旅遊勝地，更是民宿發展之源頭，每逢旺季住宿需求量大增，住宿地點總是供不應求，在如此競爭的環境下，該如何改善住宿服務品質以提升滿意度，進而提高遊客再宿意願與推薦意願，儼然成為住宿業者將要面對的課題。本研究透過調查遊客對住宿的滿意程度，主要探討住宿服務品質、滿意度與行為意向之關係，研究目的為(1)瞭解墾丁國家公園遊客之人口變項、旅遊特性與住宿特性。(2)探討墾丁國家公園遊客人口變項、住宿特性對住宿服務品質之差異。(3)探討墾丁國家公園遊客對住宿服務品質、滿意度與行為意向之關係。研究調查於2012年2月至12月間進行，對象為墾丁國家公園涵蓋範圍內之遊客，引用SERVQUAL量表擬定結構式問卷，選擇每月平日與假日兩天，於遊客常去景點十處以便利抽樣方式取樣，共回收303份問卷，扣除27份無效問卷，有效問卷計276份，有效問卷率為91%。回收資料藉由SPSS統計軟體進行敘述性統計、差異性分析及相關性分析等統計分析。研究結果發現，人口變項對住宿服務品質方面，婚姻狀況對整體服務品質達到顯著差異，住宿特性對住宿服務品質方面，皆未對服務品質達到顯著差異，而住宿服務品質、滿意度與行為意向皆呈現顯著相關。 The unique scenery in Kenting National Park attracted 7 million tourists in 2012. Being a famous tourist attraction in Taiwan, it is also the reason why the home stay industry in the area has been developed. During the peak tourist season, the demand for accommodation always exceeds the supply, therefore, how to improve the service quality to increase the level of satisfaction of tourists and further improve their intent of visiting again as well as their willingness to recommend it to others under such a competitive environment, has become an issue that the accommodation industry has to face. This study mainly explored the relationship among service quality, satisfaction, and behavioral intention via a tourist satisfaction survey with regard to accommodation. The research objectives were as follows: a. To understand the tourist demographic variables, tourist features and accommodation features of Kenting National Park. b. To explore the different influences of the tourist demographic variables and tourist features on accommodation service quality. c. To discuss tourist attitude towards the relationship among service quality, satisfaction and behavioral intention. The research was conducted on February 12, 2012 with the tourists in Kenting National Park as the study subjects, and the structural questionnaire was made referring to the SERVQUAL scale. We chose one weekday and one weekend each month to do convenience sampling in ten tourist spots and finally obtained 303 questionnaires with 27 invalid and 276 valid ones, with the effective rate being at 91%. The received data was analyzed by descriptive statistic analysis, difference analysis and correlation analysis by SPSS software. And the results showed that there were significant differences between demographic variables and accommodation service quality, so did marital status and overall service quality; there were no significant differences between accommodation features and service quality; while there was significant correlation among service quality, satisfaction and behavioral intention.

遊客對住宿服務品質、滿意度與行為意向之研究─以墾丁國家公園為例 = A Study on Service Quality, Satisfaction and Behavior Intention of Lodging Industry in Kenting National Park
陳, 俊丞

遊客對住宿服務品質、滿意度與行為意向之研究─以墾丁國家公園為例 = A Study on Service Quality, Satisfaction and Behavior Intention of Lodging Industry in Kenting National Park / 陳俊丞撰 - [高雄市] : 撰者, 2014[民103]. - 107面 ; 圖，表 ; 30公分.
參考書目：面93-102103年12月16日公開.
墾丁國家公園Behavior intention

遊客對住宿服務品質、滿意度與行為意向之研究─以墾丁國家公園為例 = A Study on Service Quality, Satisfaction and Behavior Intention of Lodging Industry in Kenting National Park
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