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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/74339

    Title: 應用假期滿意度模式及遊客感知遊憩服務水準探討遊憩區景點遊客滿意度之研究 : 以日月潭國家風景區為例
    Other Titles: Applying holsat and rlos to evaluate tourist satisfaction : using Sun Moon Lake national scenic area as case study
    Authors: 鄭國男;Cheng, Kuo-Nan
    Contributors: 淡江大學運輸管理學系碩士班
    Keywords: 行前期望;實際體驗;遊客滿意度;假期滿意度模式;遊憩服務水準;Expectation;experience;Tourist satisfaction;HOLSAT;RLOS
    Date: 2011
    Issue Date: 2011-12-28 18:23:25 (UTC+8)
    Abstract: 隨著政府推動觀光政策及國人休閒遊憩需求轉變,台灣地區觀光遊憩活動需求量日益增加。熱門觀光景點在龐大的旅遊人口的造訪下,承受相當大的負面衝擊,非但造成觀光品質下降、亦降低遊客的遊憩體驗及再遊意願。故在有限的資源下,如何有效控管觀光遊憩區遊憩品質,進而針對不足之處,進行遊客遊憩滿意度提升,實為觀光遊憩地區經營管理之重要課題。
    The increasing demand in leisure and recreational activities in Taiwan has led to a large number of visitors to popular tourism attractions during vacation period of time. The negative impacts associated with the great deal of visitors not only decrease the service quality of tourism attractions and the level of visitor satisfaction but also decrease the willingness of re-visitation. Therefore, maintaining the service quality of tourism attraction and enhancing tourist satisfaction have become critical issues for visitor attraction management.
    The research scope of the majority of tourism service quality research has primarily focused on a whole tourism attraction area applying SERVQUAL, SERVPERF, or IPA methods. The tourist expectations for different scenic spots within an area are rarely taken into account. Therefore, the purpose of this study is to present an analytical framework for analyzing the level of tourist satisfaction in different scenic spots simultaneously, using the Sun Moon Lake scenic areas as case study. First, the HOLSAT model is applied to evaluate tourist satisfaction for the three major scenic spots. There are Shuei-She Wharf, Ita-Thao Wharf, and Wen-Wu Temple. Further, RLOS model is applied to evaluate the various dimensions of level of service providing more useful service quality information.
    The results reveal that the actual experience of the majority tourists is lower than their expectation. The comparison of the level of service shows that Wen-Wu Temple is better than Shuei-She Wharf and Ita-ThaoWharf. It is important for Shuei-She Wharf to improve "the quality of recreational attractions and shopping district" and "experiencing nature." In addition, it is critical for Ita-ThaoWharf to improve "the quality of recreational attractions and shopping district", "experiencing nature", and "safety of recreational facilities."
    Appears in Collections:[運輸管理學系暨研究所] 學位論文

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