A Study on Service Quality and Satisfaction Level of tourist in TaiwanA Case Study in Taipei

• Main Authors: Tien, Wan-Ting, 田宛婷
• Other Authors: Chen, Liang-Ho
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/48295x

碩士 === 東南科技大學 === 工業管理研究所 === 105 === Abstract The number of domestic tourism in 2015 was 1,785.5 million trips, the government is also actively promoting tourism to Taiwan tourism, coupled with the implementation of weekends, and promotes the development of tourism and leisure industry. This study aimed to investigate whether tourism service quality affects customer satisfaction for the object. This study used questionnaires to analyze research PZB service quality model based on a questionnaire designed to travel the main scope of the study, and the passenger as a data collection object. Statistical methods used in this study as the main research reliability analysis, descriptive statistics analysis, independent-sample t test, paired-samples t test and one-way ANOVA. The results show that there is no significant difference in the degree of customer satisfaction with the quality of tourism services and the actual satisfaction. However, we can further learn that the overall average score of actual service quality is 4.68, Indicating that customers satisfied with the quality of tourism services a higher degree. However, there is a significant difference between the two aspects of tangibility and reliability, and the average satisfaction degree of women is less than the average satisfaction degree of men in terms of tangibility and reliability. Improved quality of service, therefore, according to the study results management policy development, implementation and management of the future recommendations to facilitate tourism as a follow-up "customer-oriented" spirit of service, enhance the quality of service provided to enhance future basis.