溫泉業服務品質與顧客滿意之關聯性研究

A Study on the Associaton between Hot Spring Service Quality and Customer Satisfaction

黃鵬飛(Perng-Fei Huang) ； 呂嘉和(Chia-Ho Lu)

《品質學報》 14卷2期 (2007/06) Pp. 207-218

摘要

本研究的目的在了解溫泉業服務品質與顧客滿意之間的關聯性。本研究的樣本包含349位在過去三年內有三次以上惠顧溫泉業的消費者。研究結果顯示溫泉水質、服務人員素質、實體設施與環境品質、及便利性與顧客滿意均存在顯著的正向關聯。服務人員素質次構面的可靠性、確實性、回應性、及同理心與顧客滿意之間也都是顯著的正向關聯。

關鍵字

溫泉 ； 水療 ； 服務品質 ； 便利性 ； 顧客滿意

並列摘要

This study is aimed at understanding the association between hot springs service quality and customer satisfaction. 349 consumers who had visited domestic hot springs for at least three times in the past three years were surveyed with a Hot Springs Service Quality questionnaire developed on the basis of PZB's SERVQUAL. Results showed that hot springs quality, employees' service quality, physical facility and environment quality, and convenience were positively correlated with customer satisfaction. Moreover, the four subdimensions of employees' service quality-reliability, assurance, responsiveness, and empathy-were also positively associated with customer　satisfaction.

並列關鍵字

hot springs ； spa ； service quality ； convenience ； customer satisfaction

參考文獻

上河文化出版社(2004)。台灣溫泉地圖。台北:上河文化股份有限公司。

服務業產值統計資料

Asubonteng, P.,McCleary, K.,Swan, J.(1996).SERVQUAL revisited: a critical review of service quality.Journal of Services Marketing.10,62-81.

Bitner, M. J.(1990).Evaluating service encounters: the effective of physical surroundings and employee responses.Journal of Marketing Research.54,69-82.

Brady, M. K.,Cronin, J. J.(2001).Some new thoughts on conceptualizing perceived service quality: a hierarchical approach.Journal of Marketing.65,34-49.