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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 雷立芬 | |
| dc.contributor.author | I-Pei Lin | en |
| dc.contributor.author | 林宜佩 | zh_TW |
| dc.date.accessioned | 2021-06-16T13:33:36Z | - |
| dc.date.available | 2018-07-26 | |
| dc.date.copyright | 2013-07-26 | |
| dc.date.issued | 2013 | |
| dc.date.submitted | 2013-07-18 | |
| dc.identifier.citation | 一、中文部分
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/62203 | - |
| dc.description.abstract | 近年來隨著觀光業環境與水準的提升，臺灣的旅遊市場蓬勃發展，政府以提供自由行的遊客快速且便捷的方式抵達觀光景點為出發點，結合既有的客運路線，推出「台灣好行」景點接駁旅遊服務，於全臺灣各大觀光景點提供更快速的接駁服務。本研究企圖藉由相關文獻的回顧，探討旅遊客運業的服務品質、消費者滿意度與消費者忠誠度，以及之間的因果關係，並藉此發掘消費者的需求，使搭乘過台灣好行的旅客在下次欲規劃不同路線的旅遊時，能夠再次產生搭乘台灣好行接駁服務的意願。
為驗證所建構之模式，本研究以台灣好行-墾丁快線為研究對象，採用結構方程模式作為分析工具。實證結果包括：期望服務對知覺服務與滿意度有顯著的正面影響；知覺服務對消費者滿意度有顯著的正面影響；消費者滿意度對忠誠度有顯著的正面影響；期望服務對忠誠度有顯著的負向影響；知覺服務與忠誠度無顯著的關係。根據以上結論建議台灣好行可調整班距與控管發車時間、改進廣告中之服務(例如WIFI的提供)、加強服務人員之英文訓練、改善候車站所揭露的資訊不齊全的問題，並且可依法進行行車路線沿途景觀的維護，以提升旅客搭乘的滿意度。 | zh_TW |
| dc.description.abstract | Recently, due to the improvement of the tourist environmental level and the flourishing travel market, the government releases “Taiwan Tourist Shuttle” service along with the existing passenger traffic route in order to provide a more convenient and speedy way for the individual travelers to arrive the tourist attraction. This research attempts to investigate the service quality of the travelling passenger traffic industry, the customer satisfaction and the customer loyalty, and the cause-effect relationship between them through the related literature review, and to explore the requirements of customers whereby, so that passengers who had experienced the service of Taiwan Tourist Shuttle will be willing to take the bus shuttle again when planning a different travelling route next time.
To examine the constructed model, this research takes Taiwan Tourist Shuttle-Kenting Express Line as the research object, using Structural Equation Model(SEM) as the analyze method. The results include, expected service has significant positive effect on perceived service and customer satisfaction; perceived service has significant positive effect on customer satisfaction; customer satisfaction has significant effect on customer loyalty; expected service has significant negative effect on customer loyalty; perceived service has no significant effect on customer loyalty. According to the conclusion above, it is suggested that Taiwan Tourist Shuttle could adjust the headway period and control the dispatching time, improve the service promoted in the advertisement, reinforce the English training of the attendant, modify the incomplete bus information exposed at the station callboard, and finally maintain the view along the passing way by law to raise the customer satisfaction of passengers. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-16T13:33:36Z (GMT). No. of bitstreams: 1 ntu-102-R00627026-1.pdf: 2722043 bytes, checksum: 38aff26dee3835ec4b1e3634ef967479 (MD5) Previous issue date: 2013 | en |
| dc.description.tableofcontents | 口試委員審定書 i
摘要 ii Abstract iii 表目錄 vii 圖目錄 ix 附表目錄 x 第壹章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 4 第貳章 文獻回顧 5 第一節 服務品質 5 第二節 消費者滿意度 13 第三節 消費者忠誠度 15 第四節 滿意指標模式 18 第參章 研究方法 19 第一節 研究假設 19 第二節 問卷設計 21 第三節 前測與初步分析 24 第四節 結構方程式 27 第五節 測量模式之驗證性因素分析 30 第肆章 研究結果與分析 33 第一節 樣本基本資料分析 33 第二節 信校度分析 35 第三節 T檢定與單因子變異數分析 36 第四節 測量模式之驗證性因素分析 41 第五節 研究假設之檢驗 56 第伍章 結論 65 文獻參考 68 附錄一 72 附錄二 75 附錄三 77 | |
| dc.language.iso | zh-TW | |
| dc.subject | 結構方程式 | zh_TW |
| dc.subject | 知覺服務 | zh_TW |
| dc.subject | 期望服務 | zh_TW |
| dc.subject | 消費者滿意度 | zh_TW |
| dc.subject | 消費者忠誠度 | zh_TW |
| dc.subject | Expected service | en |
| dc.subject | Perceived service | en |
| dc.subject | Consumer satisfaction | en |
| dc.subject | Consumer loyalty | en |
| dc.subject | Structural Equation Modeling (SEM) | en |
| dc.title | 旅遊客運業服務品質與滿意度對消費者忠誠度之影響-以台灣好行之墾丁快線為例 | zh_TW |
| dc.title | The Effects of Service Quality and Satisfaction on
Consumer Loyalty of Tourist Shuttle Service： A Case of Kenting Express Line | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 101-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 黃炳文,官俊榮 | |
| dc.subject.keyword | 期望服務,知覺服務,消費者滿意度,消費者忠誠度,結構方程式, | zh_TW |
| dc.subject.keyword | Expected service,Perceived service,Consumer satisfaction,Consumer loyalty,Structural Equation Modeling (SEM), | en |
| dc.relation.page | 82 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2013-07-19 | |
| dc.contributor.author-college | 生物資源暨農學院 | zh_TW |
| dc.contributor.author-dept | 農業經濟學研究所 | zh_TW |
| 顯示於系所單位： | 農業經濟學系 | |
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