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研究生:林文敏
研究生(外文):Lin, Wen-Min
論文名稱:生態旅遊推展歷程與效益探討--以社頂為例
論文名稱(外文):The Developing Process and Benefits of Ecotourism--A case study at Sheding
指導教授:葉欣誠葉欣誠引用關係
指導教授(外文):Yeh, Shin-Cheng
學位類別:碩士
校院名稱:國立高雄師範大學
系所名稱:環境教育研究所
學門:教育學門
學類:專業科目教育學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:127
中文關鍵詞:社頂部落生態旅遊服務品質滿意度
外文關鍵詞:ShedingEcotpurismService QualitySatisfaction
相關次數:
  • 被引用被引用:18
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  • 下載下載:217
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本研究的目的是以墾丁國家公園第一個結合在地社頂部落推展生態旅遊為例,探討其發展生態旅遊的歷程,參考服務品質模式並修改SERVQUAL工具成為適合社頂生態旅遊地現況的服務品質量表,以探討遊客對社頂生態旅遊行前期望及實際感受服務品質的狀況、探討社頂部落提供的服務是否符合遊客的期望及其服務品質差距及缺口,最後提出結論及建議,供部落未來經營策略的改善與管理單位未來輔導及評鑑機制的建立。
The purpose of this study is to observe the developing process and benefits of ecotourism at Sheding, which is the first local community that Kenting National Park Headquarters cooperated with. The second purpose of this study is to develop an adapted version of the SERQUAL scale to investigate the service quality expectations and perceptions of the tourists visiting Sheding. And the third is to find out where the “Gaps” are and give some suggestions.
摘   要 I
目 次 III
表 次 V
圖 次 VII
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻回顧 6
第一節 生態旅遊定義及相關研究 6
第二節 服務品質定義及相關研究 18
第三節 滿意度定義及相關研究 29
第三章 研究方法 36
第一節 研究架構 36
第二節 參與式觀察 36
第三節 訪談 37
第四節 問卷設計與抽樣方式 37
第四章 研究個案背景及生態旅遊推展歷程 40
第一節 研究個案背景 41
第二節 社頂地區發展生態旅遊態勢(SWOT)分析 49
第三節 社頂地區發展生態旅遊對策 51
第四節 社頂部落發展生態旅遊歷程 55
第五章 研究結果 73
第一節 個人基本資料分析 73
第二節 生態旅遊狀況分析 79
第三節 服務品質、滿意度分析 82
第六章 結論與建議 93
第一節 結論 93
第二節 建議 97
參考文獻 102
一、中文部分 102
二、西文部分 103
三、網站 109
附 錄 110
附錄1 台灣國家公園分布表 110
附錄2社頂生態旅遊地服務品質及滿意度探討問卷審查表 111
附錄3 專家效度名單 113
附錄4 社頂生態旅遊地服務品質及滿意度探討問卷調查表 114
附錄5 社頂部落夜間巡守工作日誌 117
附錄6 社頂部落生態旅遊公約 118
附錄7 社頂生態旅遊各服務項目收費價目表 120
一、中文部分
Eagles P. F.J. & Bowman M. E. & 陶長宏(2001)。東亞公園及保護區旅遊業指導方針。IUCN, Gland, Switzerland and Cambridge。
王為國、張奕華、許正妹、黃世奇、劉世閔、羅國俊(2006)。質性研究—資料分析與文獻格式之運用。臺北市:心理出版社股份有限公司。
王鑫(1998)。生態旅遊的經驗及本土作法。新世紀的自然保育行動綱領。臺北原生基金會。
王鑫(2000)。墾丁國家公園地形景觀簡介。內政部營建署墾丁國家公園。
王鑫(2002)。發展永續旅遊的途徑之一:生態旅遊。中央大學應用理研究通訊第24期。
王鑫(2006)。生態旅遊與永續旅遊。臺灣大學94學年生物多樣性通識課程。
丘羽先、李欣容、許貴運、童一寧、黃孝如、楊舒娟、蔡菁芳、顧淑馨譯(2008)。世界又熱、又平、又擠。台北:天下遠見出版股份有限公司。Friedman, T. L.原著,Farrar Straus & Giroux.
行政院永續發展委員會國土資源分組(2005)。生態旅遊白皮書。
周大慶、王相華、陳東瑤(2006)。社頂生態旅遊手冊。屏東縣:內政部營建署墾丁國家公園管理處。
原友蘭(2001)。生態旅遊的永續經營策略:以深層生態旅遊轉變遊憩行為。國家公園生物多樣性保育策略研討會論文集。
陳東瑤、王相華、周大慶(2005)。墾丁國家公園社頂生態旅遊路線整體規劃研究。屏東縣:內政部營建署墾丁國家公園管理處。
陳美惠、王相華、李來錫(2006)。墾丁國家公園社頂生態旅遊路線整體規劃研究(第2年)。屏東縣:內政部營建署墾丁國家公園管理處。
楊秋霖(2007)。臺灣的生態旅遊。臺北縣:遠足文化事業股份有限公司。
蘇鴻傑、蘇中原(1988)。墾丁國家公園植群之多變數分析。中華林學季刊,24(4), 17-23。


二、西文部分
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Augustyn, M. (1997). Total quality tourism consortia as a vehicle for implementing TQM concepts within tourism destination areas. Proceedings of the Second International Conference on ISO 9000 and TQM. Luton, UK: Luton Business School, 449-56.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Bigne, J. E., Martynez, C., Miquel, M. J.& Andreu, L. (2003). Servqual Reliability and Validity in Travel Agencies. Annals of Tourism Research, 30, 1, 258-262.
Bitner, M. J. & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. Rust, & R. Oliver (Eds.), Service quality: New directions in theory and practice, 72-94, London, Sage Publications, Inc.
Boo, E. (1990). Ecotourism: The Potentials and Pitfalls. Washington DC, WWF.
Chen, I. J., Gupta, A., & Rom, W. (1994). A study of price and quality in service operations. International Journal of Service Industry Management, 5(2), 23-33.
Childress, R. D. & Crompton, J. L. (1997). A comparison of alternative direct and discrepancy approaches to measuring quality of performance at a festival. Travel Research, 36(2), 43-57.
Churchhill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(November), 491-504.
Crompton, J. L., & MacKay, K. J. (1989). Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs. Leisure Sciences, 11, 367-375.
Cronin, J. & Taylor, S. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56, 55-68.
Crosby, A. L. (1993). Measuring customer satisfaction. In Scheuing, E. E.  & Christopher, W. F. (Eds.). The service quality handbook. New York: AMACOM.
Dorfman, P. W. (1979). Measurement and meaning of recreation satisfaction. Environment and Behavior, 11, 483-510.
Eagles, P. F. J.& McCool, S. F. (2002). Tourism in national parks and protected areas: Planning and management, Wallingford, CABI.
Ekinci, Y., Prokopaki, P. & Cobanoglu, C. (2003). Service quality in Cretan accommodations marketing strategies for the U.K. holiday market. International Journal of Hospitality Management, 22, 47-66.
Fennell, D. A. & Eagles, P. F. J. (1990). Ecotourism in Costa Rica: a conceptual framework, Journal of Park and Recreation Administration 8(1), 23-34.
Fennell, D. A. (2003). Ecotourism: an introduction 2nd Ed. New York, Routledge.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Goodwin, H. (1996). In pursuit of ecotourism. Biodiversity and Conservation, 5(3), 277-291.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Honey, M. (1999). Ecotourism and sustainable development: who owns paradise? Washington, Island Press.
IUCN (2001). Guidelines for tourism in parks and protected areas of East Asia.
Kettinger, W. J. & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Q 21(2), 223-40.
Khan, M. (2003). ECOSERV: Ecotourists’ quality expectations, Annals of Tourism Research, 30, No. 1, 109-124.
Kotler, P. (1994). Marketing Management: Analysis, planning, implementation and control 7th ed., New York, Prentice-Hall.
Kouthouris, A. & Alexandris, K. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoor setting. Journal of Sport Tourism, 10(2), 101-111.
Lee, J., Graefe, A. R. & Burns, R. C. (2004). Service quality, satisfaction, and behavioral intention among forest visitors, Journal of Travel & Tourism Marketing 17(1), 73-82.
Lehtinen, U. & Lehtinen, J. R. (1982). Service quality: A study of quality dimensions. Unpublished working paper, Helsinki: Service Management Institute, Finland OY.
Lehtinen, U. & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287-303.
Lewis, A. & Booms, B. (1983). The marketing aspects of service quality. In AMA Proceedings, 99-104. Chicago: American Marketing Association.
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Lovelock, C. H. (1996). Service quality. NJ, Prentice Hall.
Magi, A., & Julander, C. R. (1995). Perceived service quality and customer satisfaction in a store performance framework. An empirical study of Swedish grocery retailers. Journal of Retailing, 3(2), 33-41.
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Miller, J. (1977). Exploring satisfaction, modifying models, eliciting expectations, posing problems and making meaningful measurements. In Hunt, H. K. (Ed.), Conceptualization and measurement of consumer satisfaction. Cambridge, MA: Marketing Science Institute.
Miller, M. L. & Kaae, B. C. (1993). Coastal and marine ecotourism: A formula for sustainable development? Trends, 30, 35-41.
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Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement of reassessment of the SERVQUAL scale, Journal of Retailing, 67, 420-450.
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Rust, R. T. & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the Frontier. In Rust R. T. & Oliver R. L. (Eds.), Service quality: New directions in theory and practice, 1-19, London, Sage Publications, Inc.
Siderelis, Ch., Moore, R., & Lee, J. H., (2000). Incorporating user’s perceptions of site quality in a recreation travel cost model. Journal of Leisure Research, 32, 4, 406-414.
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Tapper, R. (2006). Wildlife watching and tourism: A study on the benefits and risks of a fast growing tourism activity and its impacts on species. Bonn, Germany, UNEP/ CMS.
Teas, R. K. (1993). Expectations, performance evaluation and consumer’s perceptions of quality. Journal of Marketing, 57, 18-34.
Tian-Cole, S. & Crompton, J. L. (2003). A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection Leisure Studies, 22, 65-80.
Tian-Cole, S., Crompton, J. L., Willson, V. L. (2002). An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge. Journal of Leisure Research, 34(1), 1-24.
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三、網站
http://www.ecotourism.org.
http://www.iucn.org
http://www.mindtools.com
http://www.theacsi.org
http://www.un.org
http://www.world-tourism.org
中華民國永續生態旅遊協會網站 http://www.ecotour.org.tw
內政部營建署國家公園網站http://np.cpami.gov.tw
屏東汽車客運股份有限公司http://www.ptbus.com.tw/
恆春航空站http://www.hca.gov.tw/
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