本研究目的主要探討住宿旅客之經驗現況,以及瞭解小琉球民宿住宿旅客之經驗與顧客滿意度對再宿意圖之影響。本研究採便利抽樣的方式,於2013年4月3日至21日於東港碼頭進行問卷調查,共計發放330份問卷,有效問卷為291份,有效回收率為81.8%。根據所蒐集之資料,經因素分析及迴歸分析,研究結果發現,住宿旅客之經驗可分為兩構面,分別為實體環境與人員互動兩構面。住宿旅客之經驗對顧客滿意度有顯著影響,其中以人員互動最佳。顧客滿意度對再宿意圖之「再次入住意願」、「推薦意願」與「價格容忍度」三變項皆有顯著影響效果。住宿旅客之經驗對再宿意圖影響方面,住宿旅客經驗對「再次入住意願」、「推薦意願」與「價格容忍度」都有顯著影響,其中都以人員互動之影響力較大。最後住宿旅客之經驗會透過顧客滿意度對再宿意圖產生顯著影響,其中皆為部分中介效果。
The study aimed to understand the current situation of tourists’ lodging experience in Little Liuqiu and its effect with customer satisfaction on revisit intention. A total of 330 questionnaires were distributed to participants chosen on a random basis in Tungkang, from April 3th to 21th. 102 of the questionnaire were valid responded, yielding 81.8 % of valid response rate. The results indicate that tourists’ lodging experience can be classified into physical environment and human interaction. All of these factors can significantly influence customer satisfaction. Moreover tourists’ lodging experience can significantly influence revisit intention, which contains willingness to revisit, willingness to recommend and price tolerance. To conclude, travelers’ lodging experience can partially mediate the effects of customer satisfaction on revisit intention.