溫泉區住宿服務品質、遊客滿意度與重遊意願關連性之研究-以關子嶺溫泉區旅館為例

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Title:	溫泉區住宿服務品質、遊客滿意度與重遊意願關連性之研究-以關子嶺溫泉區旅館為例 The Study of Service Quality, Satisfaction and Revisiting Intention of Hot Spring Area Lodging Tourists-Case Study of Guanziling Hot Spring Hotel
Authors:	賴儒影
Contributors:	洪于婷嘉南藥理科技大學：溫泉產業研究所
Keywords:	服務品質關子嶺溫泉旅館滿意度重遊意願 Service quality Satisfaction Guanziling hot spring hotel Revisit
Date:	2009
Issue Date:	2010-04-15 15:54:52 (UTC+8)
Abstract:	近年來溫泉產業如雨後春筍般發展，溫泉旅館業者多以提高服務品質以提升滿意度與遊客重遊意願。本研究旨在探討關子嶺溫泉旅館之服務品質、滿意度與遊客重遊意願等變項之間的關係，希望藉由了解上述變項間的關係，提供溫泉旅館業者在經營管理上的參考依據，以利增加整體評價。本研究以關子嶺住宿型遊客為對象，採用問卷調查方式，將回收資料以SPSS12.0版與LISREL8.51版套裝軟體進行統計分析，進行了基本屬性及服務品質與滿意度之交叉分析、遊客對服務品質認知情形分析、遊客對滿意度認知情形分析與重遊意願情況分析，最後針對遊客對服務品質、滿意度與重遊意願三者整體模式分析。本研究發現服務品質高低影響著滿意度、滿意度高低亦影響著重遊意願，但在服務品質高低方面，則呈現出與重遊意願為反向關係之影響。 Hot spring industry have been developing flourishingly recently, meanwhile, the most important issues for a hot spring hotel are how to improve the service quality to promote the satisfaction and the tourists’ revisits. The main purposes of this study are to study the relationships of the service quality, the satisfaction and the revisiting intention of lodging tourists-case study of Guanziling hot spring hotel, and to provide the solution and recommendation to a hot spring hotel based on the study. This study apply the questionnaire survey to the Guanziling lodging tourists and analysis the results by the SPSS12.0 and the LISREL8.51 software. We figure out that the basic property of the tourists, and the Cross-over analysis of the service quality and satisfaction, the variables of the service quality, satisfaction, and the revisit individually. Finally, some recommendation come out if the study. This study reveals that the service quality affects the satisfaction and the satisfaction, and also affects the desire of revisiting. On the other hand, the service quality shows the opposite affection to the desire of revisiting.
Relation:	校內外完全公開，學年度：97， 68頁
Appears in Collections:	[Dept. of Tourism Management] Dissertations and Theses

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