寵物旅館服務品質，顧客滿意度與顧客忠誠度之研究：以雙北市貓旅館為例

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Title:	寵物旅館服務品質，顧客滿意度與顧客忠誠度之研究：以雙北市貓旅館為例 Research on Service Quality, Customer Satisfaction and Customer Loyalty of Pet Hotels: A Case Study of the Cat Hotel in Taipei and New Taipei City
Authors:	邵君妮
Contributors:	觀光事業學系觀光休閒事業碩士在職專班
Keywords:	寵物旅館服務品質顧客滿意度顧客忠誠度貓旅館
Date:	2021
Issue Date:	2021-03-03 11:02:49 (UTC+8)
Abstract:	本研究將探討寵物旅館的服務品質,顧客滿意度與顧客忠誠度之間的關係，以台北市和新北市的貓旅館為主要研究對象，將透過貓旅館對顧客發放網路問卷，請顧客填寫問卷來了解顧客對於寵物旅館的服務品質,顧客滿意度與顧客忠誠度之看法。現今學術中極少有討論寵物旅館之相關文獻，因此在確立主題後蒐集相關文獻及設計顧客滿意度相關問卷後透過網路發放問卷進行調查。本研究分為兩個部分，研究一：服務品質對顧客滿意度及顧客忠誠度之影響，研究二：顧客滿意度對顧客忠誠度之影響。研究對象為台北市及新北市有飼養貓咪之消費者，以問卷調查蒐集顧客滿意度的資料，共回收252 份問卷。其研究結果如下：本研究H1、H2 及H3 全部成立，根據研究結果可顯示出服務品質、顧客滿意度與顧客忠誠度之間相互的關聯與影響。以上之結論與建議可供寵物旅館業者與後續相關寵物旅館類研究者做為參考。 This research will explore the relationship between the service quality of pet hotels, customer satisfaction and customer loyalty. Cat hotels in Taipei and New Taipei City will be the main research objects. An online questionnaire will be distributed to customers through cat hotels, and customers will be asked to fill in them. Questionnaire to understand customers' views on pet hotel service quality, customer satisfaction and customer loyalty. Nowadays, there is very little discussion about pet hotels in the academic literature. Therefore, after the theme is established, the relevant literature is collected and the customer satisfaction questionnaire is designed, and then the questionnaire is distributed through the Internet for investigation. This research is divided into two parts, research one: the impact of service quality on customer satisfaction and customer loyalty, and research two: the impact of customer satisfaction on customer loyalty. The subjects of the study were consumers who raised cats in Taipei City and New Taipei City. Questionnaire surveys were used to collect customer satisfaction information, and a total of 252 questionnaires were collected. The research results are as follows: This research H1, H2, and H3 are all established. According to the research results, the correlation and influence between service quality, customer satisfaction and customer loyalty can be shown.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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