(3.238.96.184) 您好!臺灣時間:2021/05/12 23:45
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:潘修甄
研究生(外文):Hsiu-chen Pan
論文名稱:墾丁福華渡假飯店服務品質、顧客滿意度與再宿意願之研究
論文名稱(外文):The Study on Service Quality, Customer Satisfaction and Revisit Intention of the Howard Beach Resort Kenting
指導教授:林永順林永順引用關係
指導教授(外文):Yeong-Shenn Lin Ph. D.
學位類別:碩士
校院名稱:國立屏東科技大學
系所名稱:高階經營管理碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:69
中文關鍵詞:服務品質顧客滿意度再宿意願墾丁福華渡假飯店
外文關鍵詞:Service QualityCustomer SatisfactionRevisit IntentionHoward Beach Resot Resort Kenting
相關次數:
  • 被引用被引用:3
  • 點閱點閱:532
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
本研究以墾丁福華渡假飯店顧客為研究對象,探討服務品質、顧客滿意度與再宿意願三者之關係,採用問卷調查方式,有效問卷計377份。資料部分運用信效度分析、T檢定、單因子變異數分析、相關分析與路徑分析等統計方式進行資料分析。
研究分析結果如下:1.服務品質對顧客滿意度有顯著正向影響。2.顧客滿意度對再宿意願有顯著正向影響。3.服務品質對再宿意願有顯著正向影響。4.在不同人口統計變數下,服務品質與顧客滿意度對再宿意願有明顯的差異性。

This study aimed at customers of Howard Beach Resort Kenting, discussing the interrelationship among quality of service, customer satisfaction and revisit intention. The use of questionnaires is adopted, with 377 effective questionnaires available for further analysis. Part of the data adopts reliability and validity analysis, T-test, ANOVA analysis, correlation analysis and path analysis, statistical methods for data analysis.
The study results are as follows: 1.Service quality has a significant positive influence on customer satisfaction.2.Satisfaction has a significant positive impact on revisit intention. 3.Service has a significant positive effect on revisit intention. 4.Under different demographic variables, service quality and customer satisfaction have significant differences in revisit intention.

目 錄
摘要Ⅰ
AbstractⅡ
謝誌Ⅲ
目錄Ⅳ
圖表索引Ⅵ
圖目錄Ⅵ
表目錄Ⅶ
第壹章 緒論1
第一節 研究背景與動機1
第二節 研究目的3
第三節 研究流程4
第貳章 文獻回顧5
第一節 服務品質5
第二節 顧客滿意度19
第三節 再宿意願22
第四節 服務品質、顧客滿意度與再宿意願關係探討23
第參章 墾丁福華渡假飯店25
第一節 企業沿革25
第二節 經營特性26
第肆章 研究方法30
第一節 研究架構與假設30
第二節 研究構面之操作性定義32
第三節 抽樣設計與資料分析方法35
第伍章 實證分析38
第一節 信度與效度分析38
第二節 描述性統計分析40
第三節 獨立樣本t檢定與單因子變異數分析44
第四節 相關與路徑分析48
第陸章 結論與建議55
第一節 結論55
第二節 建議與研究限制56
參考文獻57
附錄65
作者簡介69

一、中文
丁國璽(2003),影響飯店業服務品質因素之研究,朝揚科技大學休閒事業管理系碩士論文。
王婷穎(2002),國際觀光旅館之服務品質、關係品質與顧客忠誠度之相關性研究─以台北、台中及高雄地區為例,南華大學旅遊事業管理研究所碩士論文。
吳勉勤(1998),旅館管理—理論與實務,揚智文化事業股份有限公司。
吳明隆、涂金堂(2008),SPSS統計應用學習實務─問卷分析與應用分析,台北:五南。
杉本辰夫(1986),盧淵源譯,事業、營業、服務的品質管制,台北:中興管理顧問公司。
林陽助(1996),顧客滿意度決定模型與效果之研究─台灣自用小客車之實証,台灣大學商學研究所博士論文。
林恬予(2000),旅館服務品質、顧客滿意度與再宿意願關係之研究,長榮管理學院經營管理研究所碩士論文。
邵正明(1990),購後滿意程度與再購行為之研究─以彩色電視機為例,中興大學企業管理研究所碩士論文。
洪樹勳、劉峰銘、劉慶洲、洪惠貞、林永順(2008),讀故事學管理學,全力顧問有限公司。
洪嘉蓉(2004),服務品質、滿意度與忠誠度關係之研究─以中華電信公司ADSL顧客為例,碩士論文,大葉大學資訊管理學系。
柯宜君(2000),產品品質、服務品質、價格對滿意度及忠誠度之影響,政治大學企業管理學系碩士論文。
段存吉(2004),武陵富野度假村遊客服務品質與滿意度對再宿意願之影響研究,台灣師範大學運動與休閒管理研究所碩士論文。
徐堅白(2000),俱樂部的經營管理,台北:揚智文化。
陳秀珠(1995),國際觀光旅館顧客需求滿意度與再宿意願關係之研究─以圓山大飯店為例,文化大學觀光事業研究所碩士論文。
陳振芳(2011),住宿品質、住宿滿意度影響再宿意願之研究─以台糖公司學生宿舍為例,屏東科技大學高階經營管理碩士在職專班碩士論文。
陳耀茂(1997),服務品質管理手冊,台北:遠流文化。
游宗仁(2002),全國YMCA運動休閒課程知覺服務品質與滿意度之研究,朝陽科技大學休閒事業管理系碩士論文。
翁崇雄(1991),服務品質之管理研究,品質管制月刊,27,26-48。
楊錦洲(2001),顧客服務創新價值,台北:中衛發展中心。
張博文(2007),飯店服務品質、顧客滿意度、信任及再宿意願關係之探討─以飯店之特約廠商為例,南華大學旅遊事業管理研究所碩士論文。
鄭君政(2007),服務滿意度與顧客忠誠意向之關係─以墾丁福華渡假飯店為例,屏東科技大學高階經營管理碩士在職專班碩士論文。
鄭尤淑盡(2012),中國大陸旅客來台旅遊在住宿上對服務品質感受與顧客滿意度分析之研究─以墾丁地區飯店為例,屏東科技大學高階經營管理碩士在職專班碩士論文。
劉長勇(1991),服務品質的觀念模式,台北市銀行月刊,22,2-16。
蔡柏勳(1986),遊憩需求與滿意度分析之研究–以獅頭山風景區為例,台灣大學園藝學研究所碩士論文。
簡宗洋(2005),民宿消費者其消費行為、休閒需求與休閒滿意度之研究,大葉大學休閒事業管理學系碩士在職專班碩士論文。
藍青苗(2009),花蓮遠雄悅來飯店的服務品質、顧客滿意度與顧客忠誠度的研究,屏東科技大學農企業管理系碩士論文。

二、英文
Aiello, Czpiel and Larry J. Rosenberg (1976), Consumer Satisfaction Toward an Integrative Framework: Proceedings of the Southern Marketing Association, 169-171.
Bitner, M. J. (1990), Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54(2): 69-82.
Blackwell, D. R., P. W. Miniard and J. F. Engel (2001), Consumer Behavior, 9th ed., Harcourt, Inc.
Brady, Cronin, J. J. Jr., M. K. and G. T. Hult. (2000), Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, 76, 193-218.
Brady, M. K. and J. J. Cronin. (2001), Customer Orientation: Effects on Customer ServicePerceptions and Outcome Behaviors, Journal of Service Research, 3,241-251.
Cardozo, R. N. (1965), An experimental study of comsumer iffort expectation and satisfaction, Journal of Marketing Reserch, 2(8).
Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant (1996), The American Customer Satisfaction Index: Nature, Purpose, and Findings, Journal of Marketing Reserch, 60,7-18
Churchill, G. and C. Surprenant. (1982), An Investigation into the Determinants’ of Consumer Satisfaction, Journal of Marketing Research, 19(11): 491-504.
Cram, T. (2001), Customers that count, Pearson Education, London, Unites Kingdom.
Cronin, J. Joseph, JR., Brady, M. K., and Hult, G. Tomas M. (2000), Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments, Journal of Retailing, 76(2), 193-218.
Crosby (1979), Quality Free:The Art of Making Quality Certain, New York McGraw-Hill kBook Co.
Deming (1982), W.E., Quality, Productivity, and Competivtive Position, Cambridge:Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Dodds, W. B. and K. B. Monroe and D. Grewal (1991), Effect of Price, Brand and Store Information on buyers’ Product Evaluation, Journal of Marekting Research , 18, 307-319.
Fornell, Claes. (1992), A National Customer Satifaction Barometer: The Swedish Experience, Journal of Marketing, 56, 6-21.
Garvin (1984), What Does Product Quality Really Mean? Sloan Management Review,. 26:25~43.
Gronholdt, L., Martensen, A. and Kristensen, K. (2000), The Relationship between Customers Satisfaction and Loyalty: Cross-Industry Differences, Total Quality Management. 11(4/5/6), 509-514.
Gronroos, C. (1984), A Service quality and its Marketing Implication, European Jouranl of Marketing, 36-44.
Hallowell, R. (1996), The relationship of Customer Satisfaction, Customer Loyalty and Profitability: Cross-industry Differences, Total Quality Management, 11(4),509-516.
Haywood-Farmer, J. (1988), A conceptual Model of Service Quality, Industrial Journal of Production Management, 8(6), 19-29.
Hempel, D. J. (1977), Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement, Marketing Science Institute.
Howard, J. A. and Sheth, J. N. (1969), The theory of buyer behavior, New York: John Wiley and Sons, Inc.
Hunt, K. A., Keaveney, S. M., and Lee, M. (1995), Involuement, Attrivutions, and Cusumer Responses to Rebates, Journal of Business and Psychology, 9(3), 273-297.
Juran, J. M. (1986), A Universal Approach to Managing for Quality, Quality Prograss, 23(2):19-24.
Jones, T.O. and W. E. Sasser Jr, 1995, Why Satisfied Customers Defect, Harvard Business Review, 73(11-12): 88-99.
Kaoru Ishikawa (1984), Quality Control Circles at Work: Cases From Japan’s Manufacturing and Service Sectors.
Kotler, P. (1988), Marketing management:analysis, planning, implementation, and control, 6th ed., Englewood Cliffs, NJ:Prenticen Hall.
Kotler, P. (1991), Marketing management:analysis, planning, implementation, and control, 7th ed., Englewood Cliffs, NJ:Prenticen Hall.
Kotler, P. (1997), Marketing management, Prentice-Hall, Inc., 9th.
Kotler Philip, 2003, Marketing Management, 11 Edition, Prentice-Hell Press.
Lehtinien, U. and J.R. Lenhtinien (1984), Service Quality: A Study of Quality Dimensions, Unpublished Workingpaper, Helsinking Service Management Institute Finland.
Levitt, T. (1972), Production–line Approach to Service, Harvard Business Review, (September-October), 50, 41-52.
Lewis, B. R., and V. W. Mitchell. (2003), Defining and Measuring the Quality of Customer Service, Marketing Intelligence and Planning, 5: 11-17.
Lovelock, C. (2007), Service Marketing 2nd ed, Englewood Cliffs, NJ: Prentice-Hall.
Lovelock, C. and Wright, L. (2007), Service Marketing: People, Technology, Strategy, 6th ed, Upper Saddle, NJ: Prentice-Hall.
Martin, W. B. (1986), Defining what service quality is for you, The Cornell Hotel and Restaurant Administration Quarterly, 2: 32-38.
Mitra , A. (1993), Fundamentals of Quality Control and Improvement, New York:Macmillan.
Murdick, R. G., Render B. and Russell R. S. (1990), Service Operations Management, Allyn and Bacon, 4.
Oliver, R. L. (1981), Measurement and evaluation of satisfaction processes in retail settings, Journal of Retailing, 57: 25-48.
Olshavsky (1985), Perceived Quality in Consumer Decision Making: An Integrated Theoretical Persective, in Perceived Quality, Jacoby. J. Olson, eds. Lexington, MA: Lexington Books, 3-29.
Ostrom, A. and D. Iacobucii (1995), Consumer Trade-Offs and the Evaluation of Services, Journal of Marketing, 59,17-30.
Parasuraman, A., Zeithmal, V. A., and Berry, L. L. (1988), SERVQUAL:A multiple-Item Scale for Measuring Consumer perceptions of Service , Journals of Retailing, 64 (spring), 12-40.
Parasuraman Zeithaml and Berry(Fall 1985),A Conceptual Model of Service Quality and Its Implication for Future Research, Journals of Marketing,41-50.
Ranaweera Chatura and Prabhu Jaideep, 2003, On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word of Mouth, Journal of Targeting, measurement and Analysis of Marketing, 12: 82-90.
Reicheld, Frederick F. and W. Sasser Earl. (1990), Zero Defections: Quality Comes to Services, Harvard Business Review, 68, 105-110.
Reynolds, F. D., &; Wells, W. D. (1997), Consumer behavior. New York.
Ruyter, K. D., Bloemer, J., and Peeters, P. (1997), Mergin Service Quality and Service Satisfaction: An Empirical Test of an Integrative Model, Journal of Economic Psychology, 18,387-406.
Shankar, V., Smith A. K., and A. Rangaswamy. (2003), Customer satisfaction and loyalty in online and offline environments, International Journal of Research in Marketing, 20, 153-175.
Sany Sanuri Mohd. Mokhtar. (2011), The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry, School of Doctoral Studies (European Union) Journal, 32-38.
Swan, E. and Combs, L.J. (1976), Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, 25-33.
Taylor, S.A. and Baker, T.L. (1994), An Assessment of Relationship between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase, Journal of Retailing, 70,163-178.
Walter, Achim, A. Thilo Muller and Gabriele Helfert, 2000, The Impact of Satisfaction, Trust, and Relationship Value on Commitment: Theoretical Considerations and Empirical Results, in IMP Conference, David Ford and Sheena Leek and Pete Naude and Thomas Ritter and Peter Turnbull .
Woodruff, R. B., Cadotte, E., and Jenkins, R. L. (1983),Modeling Consumer Satisfaction Processes Using Experience-Based Norms, Journal of Marketing Research, 296-304.
Woodside, A. G. F. and R. T. Daly (1989), Linking Service Quality, Customer Satisfaction, and Behavioral Intention, Journal of Health Care Marketing, 9(4), 5-7.
Zeithaml, V. A. and M. J. Binter. (1996), Service Marketing. Mcgraw–Hill.

連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔