- 會議論文
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高齡者搭乘郵輪服務重視及滿意度之研究
A Study of Satisfaction for Elder Passengers of Cruise Tourism
摘要
隨著全球人口快速高齡化搭乘郵輪的旅行方式越來越受歡迎，且亞洲郵輪市場快速成長，2017年亞洲郵輪旅客達到4.052百萬人次，相較前年增長了20.6%，而台灣社會人口結構型態已有別於過往的「高齡化社會」，老年人口已遠超過7%門檻，占達總人口的14%，因此高齡者搭乘郵輪的旅行方式極具市場發展潛力。本研究透過相關之國內外文獻及專家訪談內容進行整理，利用問卷調查方式，將重要及滿意程度劃分為五大構面：「行前預訂」、「聯外交通」、「通關作業」、「旅客設施」及「船上設施」。採用變異數和IPA進行分析，針對基隆港郵輪作業現況加以探討。研究結果發現，旅客希望有交通接駁相關資訊提供民眾查詢參考；博愛優先托運行李與報到服務、無障礙護照查驗專屬櫃檯服務；服務人員的態度、語言溝通不便問題等需加以改善。上述，期盼能給予郵輪旅遊業者、市政府及港埠經營提出有效之建議。
並列摘要
As the global population is rapidly aging, the way of traveling by cruise ship is becoming popular, and the Asian cruise market is growing rapidly. In 2017, Asian cruise passengers reached 4.052 million, an increase of 20.6% compared with the previous year. Then Taiwan's social population structure is different from the past ＂aged society＂. The elderly population has accounting for 14%. Therefore, elderly people on cruise ships has great potential for market development. This study uses the relevant domestic and foreign literature and expert interviews to arrange and survey, using ANOVA and IPA analysis to discuss the current situation of Keelung Port cruise operations. In view of the above, we hope to give effective advice to the cruise lines, travel agencies, government and the port operator.