The Study of the Dissatisfied Customers' behavior: The Case of Taiwan Travelers Participate Oversea Group travel

• Main Authors: Ching Hsuan Wang, 王敬萱
• Other Authors: Tom M. Y. Lin
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/13414127332959650194

碩士 === 國立臺灣科技大學 === 管理研究所 === 101 === The worldwide government aggressively development the tourism industry, the non-chimney industries, but group travels are almost static in the practice. At the same time, many customers dissatisfied but did not complain about the group travel. Travel agencies try to improve the problem but the market is short of information. Through the study of the customer dissatisfied without complaint to motivate tourism creativity, to produce customized travels to satisfy tourist, to reduce loss of customers and to prevent the dissemination of negative word of mouth. It is sure that there are a problem that 92.5% dissatisfied customers in Taiwan doing not complain and 87.8 dissatisfied customers turn to find the other brand, and many customers have gone in the tourism industry. Analysis the people with different behavior to found demographic variables, psychology variables and the value of the complain effect the customer behavior. Hopefully this research result will be useful reference for theory and practice and to discuses advance strategy in tourism.