| 摘要: | 本研究希望透過對服務品質及滿意度概念的重新詮釋，試圖在國道休息站服務區服務管理系統中，找出衡量服務品質的構面，及其與遊客滿意度間之相關性。
針對湖口休息站服務區之服務項目及內容，歸納出五大構面及23個問項，透過遊客對區站服務品質的期望認知與實際感受問卷調查，並運用敘述性的統計分析、信度分析、t檢定、單因子變異數分析、相關性分析及重視程度-績效水準分析等資料分析方法，並以SPSS 統計軟體作為處理資料分析的工具，以瞭解受訪者的基本資料及遊客對國道休息站服務區的使用現況。
根據研究結果，八成以上(86.38%)的受訪者過去曾造訪國道休息站服務區，有四成的受訪者在休息站停留時會消費，停留時間在30分鐘內的受訪者亦超過七成（71.9%）。
在23項服務項目中，受訪者最重視的服務項目為「清潔人員的整理與維護情形」，重視程度最低的是「停車場的規劃及容納量」；最滿意的服務項目為「休息大廳設備的完善」，滿意程度最低的是「停車場的規劃及容納量」。
分析結果顯示，受訪者的看法並不因職業、居住地及性別的不同而有所差異。年齡的不同確實會影響受訪者對用餐環境的舒適性、供餐速度的快慢、商品種類的豐富程度、販售商品的品質及有效期限以及經常性的促銷活動等五個服務項目的重視程度，以及對停車場的規劃及容納量、休息大廳設備的完善、公共廁所的衛生情形、結合當地著名之農特產品、經常性的促銷活動以及服務台人員的親切態度等六個服務項目的滿意程度。
This thesis attempts to find the relevance between service quality offered by Hu-Kou service Area and customer satisfaction among travelers there by reconsidering and reinterpreting ideas about service quality and customer satisfaction.
In accordance with the service item and content of Hu-Kou service area, conclude 5 factors and 23 questions, through analyze the questionnaire of expection ane real experience of travelers.In this paper several research methods are used like descriptive statistics analysis , reliability analysis , t-test, variance analysis , relevance analysis and analysis of racked-degree and satisfying-degree data gathered form the survey . Using SPSS to analyze the basic description and existing condition of service area of high way for travelers.
According to the survey, 86.38 percent of the poll’s respondents said they had stopped by service areas on high way. 40 percent of the respondents also said, while they were there, they had spent some money buying things. Overall, 71.9 percent of the respondents also claimed they had stopped by service areas for more than 30 minutes.
Out of the 23 questions polled in the survey, the arrangement of the cleanup crew and maintenance situation ranked highest, planning of the parking area and holding amount ranked lowest in their concerns .As for the most satisfying rating in service, it was completion of the apparatus of the lobby. And the lowest rating the survey discovered fell on the planning of the parking area and holding amount.
By the test of survey, interviewees'' opinion is not different to some extent because job, residence and sex are different. But the differencet of ages affects the respect degree of 5 service questions like comfortableness of environment of having a dinner, speed of tempo of serving the meals, abundant intensity of the type of merchandize, quality and validity of selling goods, Regular advertising campaign. And it also affects the satisfied degree of six service questions like planning of the parking area and holding amount, completion of the apparatus of the lobby, hygiene situation of the public lavatory, combine the agricultural products famous in the locality, regular advertising campaign, cordial attitude of the personnel of information desk. |
