Customer satisfaction analysis of service quality in tourist industry

• Main Authors: Chun-chih Lo, 羅俊智
• Other Authors: Kuo-kuang Chu
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/49750463703768082897

碩士 === 國立高雄第一科技大學 === 運籌管理系企業管理碩士班 === 102 === Abstract Outbound tourism travel of passengers, continued growth in 2013 reached 11,050,000 passengers 2,908 records of trips abroad, the government is also actively promoting tourism to Taiwan tourism, coupled with the implementation of national income and weekends, and promote the development of tourism and leisure industry. This study aimed to investigate whether tourism service quality affects customer satisfaction for the object. This study used questionnaires to analyze research PZB service quality model based on a questionnaire designed to travel the main scope of the study, and the passenger as a data collection object. The questionnaire issued 350 questionnaires, and 305 valid questionnaires were obtained. Statistical methods used in this study as the main research reliability analysis, descriptive statistics, factor analysis and regression analysis. Reliability analysis of the questionnaire showed that service quality and reliability of its customer satisfaction facets were above 0.7, validity analysis showed two facets of KMO values were also above 0.9. The results show that service quality in tangibles, reliability, responsiveness, assurance and empathy five institutions are faced with a significant positive correlation between customer satisfaction. Sample studies show the majority of the time for tourism customers are about 20 years old to 40 years young population, level of education and the majority of customers are more universities, the average monthly income in the 30,000 to 50,000 this class inside. Regression analysis showed that service quality in tangibles, reliability, responsiveness, assurance and empathy five dimensions of customer satisfaction are faced with a significant positive correlation studies are consistent with the assumptions, the research also confirms assumptions