| 摘要: | 本研究針對台北市70家綜合旅行社各級主管採問卷調查之方式，以期瞭解我國旅行業對觀光教育的需求與評價，並企圖提供做為觀光教育單位開設旅行業相關培育課程的參考。研究結果如下： 一、旅行業對觀光教育所培育出的人力，通常安排在業務及OP部門為最多。 二、旅行業對觀光教育區隔單一產業培育人力的評價，呈現兩極分歧的意見，但以反對的比例偏高。 三、由卡方檢定結果可知，旅行業者最高學歷與觀光教育針對單一產業做區隔培育並無顯著性相關，而與工作年資、性別、及年齡等屬性具有顯著性相關。 四、旅行業對觀光教育的存在性有相當強烈的需求。 五、由卡方檢定結果可知，旅行業者工作年資及最高學歷等屬性，與觀光教育單位存在性的需求程度具有顯著性相關，而與性別及年齡等屬性並無顯著性相關。 六、旅行業以旅遊安全與緊急事故處理、旅行社與旅客間權利及義務觀念、世界旅遊地理、時間管理、服務技巧與發展訓練、旅行業服務品質管理、人際關係與溝通、處理顧客抱怨能力、及說話藝術實務等9項，為目前從業人員受觀光教育培育最迫切需要的課程內容。 七、經由信度分析發現，國際觀光組織與會議觀光認識、解說及翻譯技巧、旅行業連鎖經營認知、接待來華觀光業務經營分析、國民旅遊業務經營分析、航空票務經營分析、日語溝通能力、書面溝通能力、及領導與統御等9項，是旅行業普遍認為觀光教育培育評價不高的課程內容。 八、旅行業對觀光教育培育課程的範疇，經由因素分析將42項課程項目重新萃取成「專業能力課程」、「經營管理課程」、及「溝通應用課程」等三個構面，並且是較為重視的構面。就整體而言，又分別以衝突管理技巧、旅行業人力資源管理、及旅客心理輔導，是業者對各課程構面需求強度最高的項目。
In order to know the demands and assessment of travel industry to the tourism education in Taiwan, this study has done seventy questionnaires to the different general travel agencies in Taipei city. The author tries to supply some useful references for the tourism education. The results of this study are as follows: 1.The manpower of graduated students of the tourism education is generally arranged in the department of sales and operations. 2.Main proportion of travel industry against the way of nowadays courses design--splitting the department of the tourism education into different industries of tourism. 3.According to the results of Chi-Square Test, high-educated has no significant relation with splitting the department of the tourism education into different industries of tourism, but has significant relation with working years, sex and age. 4.Travel industry has highly demanded for the existence of the tourism education. 5.According to the results of Chi-Square Test, working years and high-educated have significant relation with the demands of the tourism education, but not with the sex and age. 6.The most needed courses in the tourism education by travel industry are “Tour safety and emergency disposal”, “Concept of right and obligation between agency and tourist”, “Tour geography of the world”, “Time management”, “Service skills and training”, “Management of service quality in travel industry”, “Human relationship and communication”, “Complaints disposal”, “Practice of speaking arts”. 7.According to the results of Reliability Analysis-Scale, “International organization and conference of tourism”, ‘Skills of interpretation and translation”, “Chains management of travel industry”, “Management and analysis of in-bound tour”, “Management and analysis of national tour”, “Management and analysis of airline ticketing”, “Japanese communication ability”, “Writing communication ability”, “Leading and mastership” are not well-trained in the tourism education by travel industry. 8.Travel industry has narrowed those forty-two courses in school into “Professional ability”, “Managements” and “Practice of communication” which are also emphasized by the industry. Overall, “Skills of conflict disposal”, “Management of manpower resource in travel industry” and “Customer’s consultation” are highly demanded by the industry. |
