Exploring the Relationships among Service Encounters, Cultural Experience, Perceived Authenticity and Customer Satisfaction from a Japanese Hotel’s Consumer’s Perspective-A Case Study of Radium Kagaya in Taiwan

• Main Authors: PENG, CHING-CHIAO, 彭敬喬
• Other Authors: CHIANG, CHUN-FANG
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/69682582485636814796

碩士 === 中國文化大學 === 觀光事業學系 === 101 === Cultural experience, and authenticity are hot topics in the tourism industry currently, and the hotel industry begins to experience the culture and authenticity, and becomes a trend.This research investigated the relationships among service encounter, cultural experience, perceived authenticity, and customer satisfaction for a Japanese-style hotel. The questionnaires was to distributed from March 22 to May 12, 2013 with convenience sampling method, and recovered 294 valid questionnaires. Data analyses included descriptive statistical analysis, reliability analysis, correlation analysis, confirmatory factor analysis (CFA) and structural equation modeling (SEM) analysis. The results indicated that the service encounter did not significantly affect perceived authenticity. Cultural experiences had significant and positive impact on perceived authenticity. Perceived authenticity had positive and significant effect on customer satisfaction and positive impact. This study proposed a research model testing the causal relationships among service encounter, cultural experience, perceived authenticity, and customers satisfactions, and provided specific practical suggestions.