Service quality, Customers' Satisfaction and Loyalty of Relation Study--as the Example with Gukeng Honey Museum,Yunlin
| Autor: | Chien-sheng Lu, 盧建昇 |
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| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 The major focus of this research is the tourist of the GukengHoney Museum. The objective of this study is the characteristic and relatedness of "expect quality of service," "actual experience about service," "satisfaction about service" and "loyalty." First of all, it discusses the structure of sample tourist. Secondly, it analyses the influences of service quality, satisfaction and loyalty within different population statistic variable. Lastly, it analyses the correlations between service quality, satisfaction, and loyalty. The purpose of this research is to provide new directions for reforming local industry and management strategy by discuss the relationship between consumer experience economic model and economic experience of tourist of GugengHoney Museum.This study is base on the results from the survey of the self-created questionnaire. In total, there are 340 effective results. According to the result from the survey and processing analysis by using descriptive statistics, t test, single factor variance analysis, Pearson correlation coefficient, IPA and etc, the main result is as follows: 1.The tourist of GukengHoney Museum in the experience present situation from high to low are: The sense organ experience, the emotion experience, the connection experience and ponder experience. All shows mid-to-high degree of experience. 2.The correlation between tourist population statistic variance and the experience variance of GugengHoney Museum is significant low. This expression does not have the representation 3.The tourist shows the significance in the loyalty. The reputation and support in using the product give GugengHoney Museum huge benefit in future business. 4.The main requests from the tourist of GugengHoney Museum, base on their actual experience, are mostly sense organ experience: "bright services counter environment" "have enough space in the museum, not crowed" "professionalism of the staff" "shows respect to the clients" |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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