| Summary: | 碩士 === 國立金門大學 === 觀光管理學系 === 102 === The purposes of this study were to investigate the service quality and customer satisfaction of duty free shops in Kinmen from customer perspective, and to analyze the relationship between service quality and customer satisfaction. This study adopted questionnaire survey method and chose the customers of duty free shops in Kinmen as research target. A total of 520 questionnaires were sent and 443 valid questionnaires were returned. The effective return rate was 85%. Statistics processes such as frequency distribution reliability analysis, t-test for independent samples, One-way ANOVA, Pearson correlation analysis and regression analysis were applied.
The findings of this study were as follows:
1.Consumers evaluate service quality in Kinmen duty free shops tend to positive and affirmed.
2Customer’s satisfaction of Kinmen duty free shops will vary due to different backgrounds.
3.The customers perceiving service quality had significant positive correlation on customer satisfaction.
Key word : duty free shop, service quality, customer satisfaction
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