旅遊團領隊服務失誤、服務補償與滿意度之相關研究

The Research on the Service Mistakes, Service Compensation and Satisfaction of the Tour Team Leader

欉芊柔(CHIEN-JOU TSUNG)

指導教授 ： 許吉越 ； 王明月

朝陽科技大學/管理學院/休閒事業管理系/碩士(2017年)

摘要

本研究旨在探討旅遊團領隊服務失誤、服務補償以及滿意度之關係。研究以便利抽樣方式進行樣本施測，研究對象為出國旅遊之旅客，共計發放300份問卷，回收280份，剔除無效問卷22份，得到258份，有效問卷回收率為92.1%。所得資料經探索性因素分析、描述性統計、獨立樣本t檢定、單因子變異數分析、迴歸分析處理後，研究結果為：不同婚姻狀況旅客對於領隊服務失誤呈顯著差異；不同年齡旅客對於領隊服務失誤呈顯著差異；不同教育程度旅客對於領隊服務失誤、服務補償與滿意度呈顯著差異；服務補償對於滿意度為正向影響；服務失誤對服務補償為負向影響。本研究最後針對結果提出討論，並且對未來進一步研究提出建議。

關鍵字

旅遊團 ； 迴歸分析 ； 領隊

並列摘要

This study was discussed on the relationship between service mistakes, service compensation, and satisfaction of the Tour Team. This research used convenience sampling and research object are focus on people who have been traveled abroad. There are 300 copies of survey in total. 280 copies were returned with 22 copies invalid and 258 copies effective. The return rate was 92.1%. Analyzed by exploratory factor analysis, descriptive statistics, independent sample t-testing, one-way ANOVA, pearson product-moment correlation coefficient, and multiple regression analysis. The results were as follows: There is significant difference for travel abroad marital status on service mistakes; There is significant difference for travel abroad age on service mistakes; There is significant difference for travel abroad education level on service mistakes, service compensation and satisfaction; There is negative correlations between training stress and psychological capital; There is negative correlations between service mistakes and satisfaction; There is positive correlations between service compensation and satisfaction; service compensation have an impact on satisfaction; and for the service mistakes and satisfaction between the intermediary variables. The research makes some discussions on results, and provides suggestions for researches in the future.

並列關鍵字

Tour Team ； Regression analysis ； Leader

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