Using Importance-Performance analysis to explore the service quality of Dapeng Bay

• Main Authors: Pei-Chen,Chen, 陳沛蓁
• Other Authors: Yen-Yin Ho
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/d7h7cr

碩士 === 樹德科技大學 === 經營管理研究所 === 104 === Dapeng Bay National Scenic Area is the biggest lagoon on the southwest coastline of Taiwan, and is one of the best places for aquatic activities in southern Taiwan. It provides various outdoor activities for tourists including bicycle riding, boat sailing, and car racing etc. How to meet the demand of tourists is a challenge for the management to attract more visitors, especially in customer service level. This research is conducted to understand the gap between expected and perceived service quality of Dapeng Bay National Scenic Area. The conclusion will be submitted to the management for reference. This research applied Importance-Performance analysis to understand the service quality of Dapeng Bay National Scenic Area by questionnaire distributed to participants. The major findings are listed as followed: The difference between expected and perceived service quality is significant.