A Study of Tourist guide Service Featuresof Customer Satisfaction and LoyaltyA Study of Tourist guide Service Featuresof Customer Satisfaction and LoyaltyA Study of Tourist guide Service Featuresof Customer Satisfaction and Loyalty

• Main Authors: Fan,Kang-YI, 范綱毅
• Other Authors: 賴廷彰
• Format: Others
• Language: zh-TW
• Published: 100
• Online Access: http://ndltd.ncl.edu.tw/handle/32714746395337607433

碩士 === 玄奘大學 === 國際企業學系碩士班 === 99 === Into the 21st century, the world's major industries from traditional agriculture, manufacturing, industry, technology industry and now the most environmentally friendly non-smokestack industry ─ tourism. All of the industry in development, need to run, adjust, modify and experience accumulated results and the tourist industry there are many in the industry chain, this study was to explore the sightseeing tour of the tourist industry in customer satisfaction and service characteristics of loyalty effect, to let customers know the required tourist guides, how to satisfy customers, enhance customer loyalty, the tourist guide continuous improvement, excellence, to guide the sustainable development of tourism in tourist purposes. Sightseeing tour of this study by the expectations of service characteristics, satisfaction, customer satisfaction and loyalty for customers in northern Taiwan adopted convenience sampling method for surveys, statistical analysis to verify the hypothesis. Findings are as follows: different demographic variables on the characteristics of the tourist guide service in the degree of attention to "gender", "education", "marital status", "Year travel frequency" and "annual tourism expenditure" has a significant difference; Tourist service features will affect customer satisfaction has a significant impact on results; between customer satisfaction and customer loyalty have a significant impact on relationships. Finally, the theoretical framework of this study, based on results of data analysis and conclusions of the study, research proposals and follow-up research direction.