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研究生:鄭閎中
研究生(外文):ZHENG, HONG-ZHONG
論文名稱:旅館科技服務品質影響服務便利性及行為意圖之研究
論文名稱(外文):The Effect of Hotel Technology Service Quality on Service Convenience and Behavioral Intention
指導教授:陳柏蒼陳柏蒼引用關係
指導教授(外文):CHEN, PO-TSANG
口試委員:賴宏昇蘇靖淑
口試委員(外文):LAI, HUNG-SHENGSU, CHING-SHU
口試日期:2021-06-10
學位類別:碩士
校院名稱:銘傳大學
系所名稱:觀光事業學系碩士班
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2021
畢業學年度:109
語文別:中文
論文頁數:75
中文關鍵詞:科技服務品質服務便利性行為意圖自助式服務科技旅館
外文關鍵詞:Technological Service QualityService ConvenienceBehavioral IntentionSelf-Service TechnologyHotel
相關次數:
  • 被引用被引用:0
  • 點閱點閱:38
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  • 下載下載:16
  • 收藏至我的研究室書目清單書目收藏:1
隨著 5G 時代的來臨以及科技的進步,許多旅館選擇引入工作效 率高的自助科技服務產品為消費者提供服務。本研究以中國的 5 家旅 館為例。本研究回收有效問卷 348 份。研究發現科技服務品質對服務 便利性呈正向顯著影響;服務便利性對行為意圖呈正向顯著影響;科技服務品質對行為意圖呈正向顯著影響;服務便利性對科技服務品質 與行為意圖具部分中介效果。最後:本研究結果提供旅館業在引入科 技服務產品時更需重視科技服務產品之品質,以提升服務競爭力。
With the advent of 5G era and the progress of science and technology, many hotels choose to introduce self-service technology service products with high efficiency to provide services for consumers. This study takes five hotels in China as examples. This study collected 348 valid questionnaires. The results show that the service quality of science and technology has a significant positive impact on service convenience and behavioral intention. Service convenience has a significant positive effect on behavioral intention; Service convenience has a partial mediating effect on service quality and behavioral intention.Finally, the results of this study suggest that the hotel industry should pay more attention to the quality of science and technology service products when introducing science and technology service products, so as to enhance service competitiveness.
中文摘要...................................................................................................... i
英文摘要..................................................................................................... ii
誌謝.........................................................................................................iii
目錄..........................................................................................................iv
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 研究問題與目的......................................................................................5
第三節 研究流程..................................................................................................6
第貳章 文獻探討.................................................................................... 8
第一節 科技服務品質..........................................................................................8
第二節 服務便利性........................................................................................... 13
第三節 行為意圖............................................................................................... 17
第參章 研究方法.................................................................................. 22
第一節 研究架構............................................................................................... 22
第二節 研究假說............................................................................................... 23
第三節 問卷設計............................................................................................... 25
第四節 抽樣設計............................................................................................... 29
第五節 資料分析方法....................................................................................... 30
第肆章 研究結果.................................................................................. 33
第一節 旅館消費者樣本人口描述性統計....................................................... 33
第二節 信度分析............................................................................................... 35
第三節 科技服務品質與服務便利性與行為意圖各構面之平均數分析....... 36
第四節 相關分析............................................................................................... 38
第五節 科技服務品質、服務便利性與行為意圖之迴歸分析....................... 43
第伍章 結論與建議..............................................................................49
第一節 研究結果與討論................................................................................... 49
第二節 研究限制與未來建議........................................................................... 54
參考文獻................................................................................................... 56
問卷調查表..................................................................................... 63
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