题名

服務品質、顧客價值、顧客滿意、口碑傳播與顧客忠誠之關聯性研究－以民宿產業為例

并列篇名

The Research of the Relationships among Service Quality, Customer Value, Customer Satisfaction, Word of Mouth Communication, and Customer Loyalty for Bed and Breakfast (B&B) Industry

DOI

10.6220/joq.2015.22(3).01

作者

陳瑞龍(Jui-Lung Chen)

关键词

服務品質 ； 顧客價值 ； 顧客滿意 ； 口碑傳播 ； 顧客忠誠 ； service quality ； customer value ； customer satisfaction ； word of mouth communication ； customer loyalty

期刊名称

品質學報

卷期/出版年月

22卷3期（2015 / 06 / 30）

页次

161 - 182

内容语文

繁體中文
中文摘要

民宿產業已成為近年來一種新興的觀光休閒產業。隨著消費者對休閒渡假的重視，促使國內民宿產業逐年成長且競爭激裂。根據觀光局統計，截至2014年2月，臺灣地區民宿經營家數已高達4,932家。本研究旨在探討民宿服務品質、顧客價值、顧客滿意、口碑傳播與顧客忠誠之關聯性。針對投宿民宿之顧客為問卷調查對象，再透過敘述性統計分析、驗證性因素分析、信效度分析與結構方程模式對理論假設模型進行檢定。研究結果將可提供民宿相關業者作為經營管理的策略性建議與參考。
英文摘要

Bed and breakfast (B&B) industry is a kind of new developing leisure and tour industries in recent years. Along with more and more people take to the leisure vacation, the B&B grows fast every year and competition is getting intense in Taiwan. According to the survey of Taiwan Tourism Bureau, however, there are 4,932 bed and breakfasts in Feb. 2014. This study will explore the relationships among service quality, customer value, customer satisfaction, Word of Mouth communication, and customer loyalty for B&B industry. By using questionnaire survey, the travelers of B&B service were selected as study samples. This study used descriptive statistics analysis, confirmatory factor analysis, reliability and validity analysis, and Structure Equation Model (SEM) to examine the hypothetical model. On the basis of the research results, the concrete and strategic suggestions and references of business management are offered for related B&B service providers as well.
主题分类 社會科學 > 管理學
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被引用次数
  1. Tsai, Hsien-Tang,Lin, Pao-Hui,Ho, Tzu-Ya,Chen, Hung-Pei(2017).A CASE STUDY ON SERVICE QUALITY OF HISTORICAL HERITAGE COMBINED WITH CULTURAL AND CREATIVE MERCHANDISE.品質學報,24(5),348-359.
  2. 陳欽雨,陳定家(2019)。物業E化管理、訊息傳遞品質、服務遞送品質對住戶滿意度之影響：檢測區分所有權之調節效果。品質學報，26(4)，228-251。
  3. 劉嘉麒、朱永蕙(2017)。品牌形象、服務品質對顧客滿意度、口碑與再購意願影響之研究－以夏慕尼新香榭鐵板燒為例。休閒產業管理學刊，10(2)，29-51。
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