| Summary: | 碩士 === 國立金門大學 === 觀光管理學系 === 101 === Quemoy has became the vital stopover and main tourism destination after the policy of interchange across the Taiwan Strait. To let tourists have positive emotion by service quality is one of the most important targets. The service quality not only restricted by tourist organizations, enterprises and the service personnel but also affected by problem tourists in the service environments. This study takes situational factors into consideration and analyses the impact of problem tourists on customer satisfaction.
Most of the previous experimental studies have focused on the customer to customer interaction, the classification of problem customer, and other-customer failure on the customer satisfaction rather than the problem customer in situational factors. This study focus on the influence of problem tourists failure on the customer satisfaction in different situational factors.
This study applied two experimental researches and used the Three-way ANOVA analysis. First, a 2(perceived crowded: crowed vs. un-crowed)×2(time pressure: high vs. low)×2(companion: friends vs.co-worker) were used to test the tourist satisfaction. The result shows when perceived crowded and time pressure are high, the both results of the customer satisfactions are low.
Second, researcher used 2(group size of problem tourist: 2 people vs. 15people)×2(nationality of problem tourist: Taiwanese vs. Chinese) ×2(age of problem tourist: young people vs. elder people) to investigate the tourist satisfaction. The consequence shows when the group size of problem tourist gets smaller, the customer satisfaction rises. In addition, the satisfaction is affected due to the different nationalities of the problem tourists.
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