學號:N10264002 論文名稱:應用IPA方法在兩鐵環島遊程服務品質之研究 總頁數:52頁 學校名稱:國立屏東科技大學 系(所)別:休閒運動健康系 畢業時間及摘要別:一○三學年度第二學期碩士學位論文摘要 研究生:林悉弘 指導教授:吳崇旗博士 論文摘要: 本研究目的旨在藉由「重要—表現程度分析法」(Important Performance Analysis,簡稱IPA),探討旅客對兩鐵(鐵道加鐵馬)環島遊程服務品質之預期重要程度與體驗後滿意程度。本研究以2012-2014年期間曾參與兩鐵環島遊程之旅客為研究對象,採問卷調查法,以便利抽樣方式於2015年2至4月間進行調查,共取得有效問卷為319份。依據本研究結果發現:在兩鐵環島遊程服務品質上,預期重要度前三名為「騎乘活動安全性」(4.88)、「單車設備完善」(4.75)與「服務人員應變能力」(4.69)。滿意度前三名為「服務人員態度親切」(4.79)、「旅程內容依照承諾履行」(4.76)與「服務人員值得信賴」(4.74)。服務品質需要改善部分為「單車設備完善」、「騎乘活動安全性」與「服務人員應變能力」。最後研究者提出管理上建議以增加本研究之貢獻。 關鍵詞:兩鐵環島、服務品質、IPA分析法、運動觀光
Student ID: N10264002 Title of Thesis: Application of IPA on Service Quality for “Bike plus Rail around Taiwan” Tour Package Total Pages: 52 pages National Pingtung University of Science and Technology Graduate Institute: Department of Recreational Sport & Health Promotion Date of Graduation: July, 2015 Degree Conferred: Master Name of Student: Advisor: Chung-Chi Wu Ph. D. Abstract: The purpose of this study is to explore the importance and performance of service quality for “Bike plus Rail around Taiwan” tour package by IPA analysis (Important-Performance Analysis, IPA). Data were collected from visitors participating the 2012-2014 tour package by convenience sampling during February to April, 2015. Totally 319 valid questionnaires were received. The research results revealed: the top three importance items for service quality that respondents perceived were: “safety for riding bike” (4.88), “well equipment for bikes” (4.75) and “attendant’s response to emergency” (4.69). The top three satisfied items for service quality were: “attendant’s friendly attitude” (4.79), “well practice following tour package commitment” (4.76), and “worth of trusting for the attendant”(4.74). According to the results, the items needed to be improved in prior were: “well equipment for bikes”, “safety for riding bike” and “attendant’s response to emergency”. Finally, managerial suggestions were made by the researchers to enhance the contribution of this study. Keywords: Bike plus rail around Taiwan, service quality, IPA, sport tourism