露營園區服務品質之研究

A Study of Service Quality in the Area of Camping

黃詠婕(Yung-Chieh Huang) ； 陳棟樑(Tung-Liang Chen) ； 陳俐文(Li-Wen Chen)

《觀光與休閒管理期刊》 6卷特刊 (2018/08) Pp. 128-139

https://doi.org/10.6510/JTLM.201808_6(S).0014

摘要

本研究以露營者為研究對象探討不同背景變項之露營者對於露營園區服務品質要素滿意度與重要度是否有差異；運用重要-表現分析表(IPA)分析露營園區服務品質，尋找待改善因素並提出策略，供露營園區改善露營園區服務品質參考。本研究以問卷調查法搜集資料，共發放260份問卷。回收問卷經由因素分析將露營園區服務品質分為「安全性」、「有形環境」、「服務便利性」、「互動品質」四構面，研究結果顯示：1.露營區安全性是露營者最重視的項目，且男性較女性重視露營區安全。2.露營區的有形環境是最需要優先改善之項目，尤其是露營園區提供乾淨所需的水源、露營園區提供完善衛浴設備與露營園區的環境衛生。3.露營園區之互動品質是露營者較不重視的。4.服務便利性是露營者認為被過度供給的服務品質。

關鍵字

露營 ； 服務品質 ； 重要-表現分析法

並列摘要

The purpose of this study is to measure the service quality at the campsite by utilizing the Importance-Performance Analysis (IPA) to identify factors that need to be improved from the users’ perspective. 260 questionnaires were distributed. Factor analysis was conducted, and the service quality of campsites is divided into four aspects: ＂safety＂, ＂ tangible environment＂, ＂service convenience＂ and ＂interactive quality＂. The quantitative analysis of the questionnaires was conducted through independent sample t-test, single factor analysis of variance, correlation analysis, regression analysis, and importance-performance analysis in this study. The results are as follows: (1) the safety of campsites is the most important element for campers, and more men than women pay attention to this factor, (2) the tangible environment of campsites is the most important element that needs to be improved, especially in terms of clean water, good sanitary facilities, and sanitation, (3) the interactive quality of campsites is less valued by campers, and (4) convenience is a service quality that campers think is over-provided.

並列關鍵字

camping ； service quality ； Importance- Performance analysis