本研究針對主題樂園附屬飯店之服務品質、顧客滿意度及顧客忠誠度三者關係為探討,並以花蓮遠雄悅來飯店作為本研究之抽樣母體進行問卷發放,一共發放378份,刪除無效樣本28份,一共獲得350份有效問卷,回收率達92.6%。 資料部分以五種方式進行分析,分別為信效度分析、T檢定、單因子變異數分析、相關分析與路徑分析來進行資料分析。研究結果如下:1.服務品質對顧客滿意度有顯著正向影響。2.顧客滿意度對顧客忠誠度有顯著正向影響。3.服務品質對顧客忠誠度有顯著正向影響。4.在不同人口統計變數下,服務品質與顧客滿意度對顧客忠誠度有明顯的差異性。
This study discussed the relationship among service quality, customer satisfaction and customer loyalty of the theme park hotel. And choosed Hualien Farglory Hotel for the research. Distributed 378 questionnaires. 350 of them were turn back. The feedback ratio was 92.6%. Used five different kinds of statistical analysis which are Reliability and Validity, T-test, One-way ANOVA, Correlation and Path be utilized in the study. The results are as follow: 1. Service quality had significant positive influences to customer satisfaction; 2. Customer satisfaction had significant positive influences to customer loyalty; 3. Service quality had significant positive influences to customer loyalty; 4. Service quality and customer satisfaction had significant differences in different demographics.