南華大學機構典藏系統:Item 987654321/25788
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    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: http://nhuir.nhu.edu.tw/handle/987654321/25788


    题名: 旅遊網站服務品質之研究－以中華電信訂房網為例
    其它题名: A Study on the Service Quality of Tourism Website--Take China Telecom Reservation Network as an Example
    作者: 林楷翔
    LIN, KAI-HSIANG
    貢獻者: 旅遊管理學系旅遊管理碩士班
    于健
    YU, CHIEN
    关键词: 中華電信環島旅遊住宿網;服務品質;顧客滿意度
    China Telecom Accommodation Reservation Network;Service quality;Customer Satisfaction;IRPA;IAA
    日期: 2017
    上传时间: 2017-12-08 11:41:45 (UTC+8)
    摘要: 　　由於網際網路的興起，旅遊渡假住宿訂房的型態，由傳統的電話訂房改為網路線上交易，此刻顧客利用網際網路選擇最優良的商品與服務，旅遊業者也費盡心思架設旅遊網站期能吸引消費者的青睞，所以旅遊網站服務品質、顧客滿意度將是旅遊業者當下需思考的重要課題。　　本研究針對旅遊網站訂房作業的服務品質，採便利抽樣法進行問卷調查，並以中華電信環島旅遊住宿網(以下簡稱「訂房網」)的訂房系統為例，就中華電信員工發放正式問卷467份，回收有效問卷437份。經由信效度檢驗後，透過IRPA、IAA服務品質分析比對，提出「會館資詳」是訂房網服務品質屬性中須列為第一優先改善的屬性項目；「賠償損失」是服務品質屬性中列為第二優先改善的屬性項目；「行程臨變」則是服務品質屬性中列為第三優先改善的屬性項目。基本上，員工對於訂房網的服務品質皆為滿意。
    　　Due to the prevalence of the Internet, holiday accommodation reservations change from traditional telephone booking to online transactions, and while customers surf on the Internet to choose the best goods and service, travel agencies are also racking their brains to set up travel sites to attract more consumers. Therefore, the service quality of tourism website and customer satisfaction will be the first priorities of tourism industry.　　This study is aimed at analyzing the service quality of the booking of travel websites by taking China Telecom Accommodation Reservation Network (referred as ＂booking network＂ in the following) as an example.Apply the convenience sampling method to carry out the questionnaire survey. Among the staff of China Telecom, 467 questionnaires were issued, and 437 valid questionnaires were collected. After examining the reliability and validity, and comparing and analyzing the service quality through IRPA and IAA, the findings can be concluded as follows. Among all the attributes related to the service quality of booking network, ＂Hotel Information＂ is the first one that needs improvement to raise customers' satisfaction. ＂Compensation for Loss＂ serves as the second one while ＂Schedule Change＂ the third one. Despise the downside mentioned above, staff are satisfied with the service of booking network.
    显示于类别:[旅遊管理學系(旅遊管理碩士班)] 博碩士論文-旅遊管理碩士班

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