题名

GPT服務品質構面與量表之建立：整合旅遊仲介與消費觀點

并列篇名

The Dimensions and Scale of GPT Service Quality-Integrating the Perspectives of Travel Intermediary and Consumer

DOI

10.6157/2007.1(1).2

作者

曹勝雄(Sheng-Hshiung Tsaur)；李淑如(Shu-Ju Lee)

关键词

團體套裝旅遊 ； 服務品質量表 ； 信度 ； 效度 ； CPT ； service quality scale ； reliability ； validity

期刊名称

休閒與遊憩研究

卷期/出版年月

1卷1期（2007 / 05 / 01）

页次

15 - 40

内容语文

繁體中文
中文摘要

團體套裝旅遊(group package tour, GPT)是一種組合式的產品，其獨特性在於產品是由旅行社設計安排，而多數服務卻是由旅行社的供應商（航空合司、飯店、餐廳等）來直接提供服務。旅行社必須對CPT產品的消費顧客，提供服務品質的承諾，然而在服務傳遞的過程中，有許多影響服務品質的因素卻是旅行社無法掌控的。過去已有許多研究針對單一觀光產業，例如航空公司、餐廳、飯店業與旅行社之服務品質構面進行研究，但是GPT是一種旅遊產品而非企業體，加上產品內容涉及多種供應商及旅行社本身，因此對其服務品質之評量即與過去之研究大異其趣。對於CPT服務品質之評量，實有必要從旅行社安排行程的觀點切入，整合供應商所提供之服務要素以進行評估。本研究目的即在提出GPT服務品質量表之發展程序，歸納出適合衡量GPT群服務品質的構面要素，同時驗證量表之信、效度，以提供GPT服務品質之有效衡量工具。
主题分类 人文學 > 地理及區域研究
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被引用次数
  1. 陳慧玲、吳英偉(2009)。遊客對民宿服務品質與遊憩體驗之關聯性研究：以屏東霧台民宿為例。行銷評論，6(2)，299-327。
  2. 董孟修(2017)。陸客團減少因素初探。島嶼觀光研究，10(2)，17-40。
  3. 黃茱珺(2022)。應用服務藍圖優化團體套裝旅遊之服務流程：以金門團體套裝旅遊為例。品質學報，29(6)，472-501。
  4. 張松年、林柏宏、王月鶯(2013)。民宿管家服務特質與執行表現之研究。鄉村旅遊研究，7(2)，1-14。
  5. 趙曼白、葉芷君、閔辰華(2013)。大陸與日本旅客來台觀光對導遊的重視度與滿意度之研究。數據分析，8(3)，139-162。
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