服務品質、顧客滿意度與重遊意願之研究─以新北市三重蘆洲地區公共托育中心親子館為例

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Title:	服務品質、顧客滿意度與重遊意願之研究─以新北市三重蘆洲地區公共托育中心親子館為例 The Study of Service Quality, Customer Satisfaction and Revisit Intention-A Case of Parent-Child Centers of Sanchong and Luchou Districts in New Taipei City
Authors:	李芝萱
Contributors:	觀光事業學系觀光休閒事業碩士在職專班
Keywords:	服務品質顧客滿意度重遊意願 service quality customer satisfaction revisit intention
Date:	2017
Issue Date:	2017-08-09 14:37:53 (UTC+8)
Abstract:	自政府2001年開始全面實施周休二日政策，使得觀光產業興起，使國內各式各樣的休閒產業盛行。近年來因少子化的影響，家長對於親子休閒的品質及要求更為重視。儘管近年來社會經濟環境不景氣，但親子餐廳、親子館及幼兒體驗館林立且生意興隆，足以說明面臨少子化時代，家長將重心放在孩子身上，重視與孩子相處時間、孩子身心靈發展以及親子、家庭的休閒活動等，並考慮符合孩子需求之親子活動。本研究以新北市三重蘆洲地區公共托育中心親子館為研究對象，探討服務品質是否能提升顧客滿意度進而提升親子館的重遊意願，將服務品質、顧客滿意度與重遊意願之相關性作探討，而研究方法採用立意抽樣方式進行問卷調查。本研究共發放480份，回收449份問卷，去除無效問卷2份，有效問卷回收447份，回收率為93.52%，並以SPSS軟體進行資料分析。研究結果發現服務品質對顧客滿意度有顯著影響，服務品質對重遊意願有顯著影響，顧客滿意度對重遊意願有顯著影響。 The tourism industry has risen prosperously in recent years, resulting in a wide range of domestic leisure industry prevailed, since Government began to implement the overall two-day weekend policy in 2001. The impact of declining birth rate in recent years, parents pay more attention to the quality of leisure requirements. Althought the sluggish socio-economic environment in recent years, the parent-child restaurant, parent-child centers and children's experience museum is booming. It shows that parents focus on their children more and more, and pay more time with their children. This research takes customers of parent-child centers of Sanchong and Luchou districts in New Taipei City. It provides 480 questionnaires; there were effective questionnaires altogether 447. The results of the research reveal: firstly, customers for willing to revisit have positive effects to quality service. Secondly, the evidence demonstrates customer satiscations and willings to revisit has positive correlations to quality services. Last, the customer satisfactions to quality services sharply illustrate positive effects.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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