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|Other Titles: ||The effect of facility and service quality of B & B in Taiwan on the customer satisfaction|
|Authors: ||林宜真;Lin, Yi-chen|
|Keywords: ||民宿;設施;服務品質;風格;顧客滿意度;購後行為意圖;B&B;Facility;Service Quality;Style;Customer Satisfaction;Post-purchase Behavior Intention|
|Issue Date: ||2010-01-11 01:43:34 (UTC+8)|
Due to the economy growing stably and the implementation of two-day-off per week policy in recent years, nationals pay more attention to gain around recreation more and more. The industries about leisure are rising and flourishing with the trend. Observing the high popularity rate of internet use and simple using brought about customer ability of getting product information is increasing. Hence, the rate of customers chose B&B as overnight accommodations in domestic travel are increasing gradually. Because B&B managers are numerous, the study analyzes B&B issue on the fundamental facilities, the service quality and style. The study found that three conditions cause the influence of customer satisfaction as above and that the research of the relationship between customer satisfaction and post-purchase behavior intention.
The study of the B&B customer in north Taiwan regarded as the research object, making use of the factor analysis , the reliability analysis and the regression analysis verify the structure of this research .The analysis result shows that B&B issue on the fundamental of facilities, service quality and style have positive influence on customer satisfaction and that customer satisfaction has positive influence on post-purchase behavior intention .When customers feel satisfied with the product, the customers are intention to recommend others, repeat purchase, pay the price premium or give the suggestion.
The study suggests the B&B managers as follows：
(1) Improve the product more flawless on facility planning issue which can guarantee the customer can have the standard level of quality when enjoying the facilities.
(2) Promote the professionalism of service quality, increasing customer satisfaction.
(3) Confirm the product position , enhance the product style for improving the product differentiation.
(4) Maintain the reliability and performance so that customer can use the product at ease, at the right moment provide the reward to customers, listen to the point of view and correct the deficient thing, strengthen the post-purchase behavior intention.
|Appears in Collections:||[國際企業學系暨研究所] 學位論文|
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