台北市政府旅遊資訊服務與旅客滿意度關係之研究

本研究目的探討台北市政府旅遊資訊服務與旅客滿意度關係。研究地點及對象為到北市五處旅遊服務站之旅客，工具為問卷，採用立意抽樣，獲得400份有效問卷，統計方法計有：敍述統計、T檢定、卡方及單因子變異數分析。重要發現：台北車站旅遊服務站，以詢問全台旅遊資訊為主。旅客摺頁索取以旅館地圖、台灣路網圖及台北市觀光地圖等為主。在研究滿意度項目中主動服務均高於被動服務。觀光旅遊摺頁內容，只聚焦在青壯年閱讀，而忽略掉老人如字體大小、兒童如注音及特殊族群如點字等特別閱讀需求。旅遊服務站大多數未提供客用電腦，供旅客查詢或列印，降低諮詢所需時間及提升服務效率。

關鍵字

觀光摺頁；旅遊服務站；主動服務；旅客滿意度；觀光旅遊資訊服務

並列摘要

The purpose of the study is to explore the relation between the traveling information service of Taipei City Government and satisfaction level of travelers. The study is conducted in the 5 traveling information service stations, and the subjects are selected from the travelers in the stations. The instrument of the study is questionnaires, and the sampling method is purposive sampling. There are distributed 400 questionnaires. Statistical methods employed are: descriptive statistics, T-test, Chi-Square and One-Way ANOVA. The findings: Travelers' inquiries in the traveling information service station in Taipei Main Station are mainly for traveling information of entire Taiwan. Travelers take brochure in order to gain the map for hotels, map for roads networks, and map for attractions. The study also indicates that the travelers' satisfaction levels will be significantly higher if they are serviced actively instead of passively. The brochure are designed in a way that only young adults are able to read comfortably, the conveniences for the elderly, the young and the visually impaired are overlooked. The majority of traveling information service stations does not provide computers for travelers to search or print information, reducing inquiry time and increasing service efficiency.