Applying IPA in Evaluating Service Quality of Passengers of Chia-Yi Wen-Hua Park

• Main Author: 陳侑忻
• Other Authors: 蔡東霖
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/71619610597476938901

碩士 === 國立嘉義大學 === 土木與水資源工程學系研究所 === 105 === The demands for people to visit urban parks as a way spending holidays or casual hours are increased. Accordingly, the purpose of the study is to explore the true expectation and satisfaction of services quality that visitors perceived for urban parks. The research lies in applying importance-performance analysis (IPA) to identify the major strength and weakness service quality attributes of tourists’ expectation before experiencing the Chia-Yi Wen-Hua Park and the satisfaction after that based on SERVQUAL construct with 30 items. With convenience sampling, totally 505 questionnaire samples were collected. The results show that two attributes with high importance but low performance are required for immediate improvement. Based on the results of this study, managerial suggestions for administration departments and future possible directions for further studies were provided.