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研究生: 游千誼
論文名稱: 體驗品質、整體滿意度、住宿記憶對重遊意圖影響之研究
The Influence of Experience Quality, Overall Satisfaction and Consumer Memory on Revisiting Intentions
指導教授: 劉元安
學位類別: 碩士
Master
系所名稱: 餐旅管理與教育研究所
論文出版年: 2012
畢業學年度: 100
語文別: 中文
論文頁數: 96
中文關鍵詞: 民宿記憶體驗品質整體滿意度重遊意圖
英文關鍵詞: B&B memory, experience quality, overall satisfaction, revisiting intention
論文種類: 學術論文
相關次數: 點閱:158下載:13
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  • 民宿記憶在住宿體驗中扮演重要角色,過去研究證實了體驗品質會透過整體滿意度而影響重遊意圖,但目前文獻較少探討民宿記憶在體驗品質與重遊意圖之間的關係。本研究以三年內有居住過民宿的旅客為研究對象,探討四個變項之間的關係,研究目的:(1) 驗證整體滿意度於體驗品質與重遊意圖的中介變項。(2) 驗證民宿記憶於體驗品質與重遊意圖的中介變項。本研究首先透過資料收集、焦點團體法、專家效度發展成量化問卷,並以滾雪球法發放網路問卷,輔以紙本問卷一同發放,共發出410份問卷,回收400份有效問卷,有效回收率為97.6%,並以項目分析、因素分析、驗證性因素分析、結構方程式進行分析。研究結果發現:
    一、民宿旅客的體驗品質會影響整體滿意度,但不會對重遊意圖造成
    影響,整體滿意度並非為中介變項。
    二、民宿旅客的體驗品質會影響民宿記憶,進而影響重遊意圖,民宿
    記憶為中介變項。

    B&B memory plays an important role in lodging experience. In past, the researchers proved that experience quality affects overall satisfaction, and then affects the revisiting intention. There are few researches discussing the relationship among experience quality, overall satisfaction and B&B memory. The objects of study are the consumers who had the lodging experience in B&B in three years. The research discussed the relationships among four variables. There are two purposes of the study: (1) To demonstrate the mediating effects of overall satisfaction between experience quality and revisiting intention. (2) To demonstrate the mediating effects of B&B memory between experience quality and revisiting intention. It developed the internet questionnaire by references, focus grop, and expert validity. The snowball sampling method was used to investgate the consumers who had lodging experience in B&B. There were four hundred valid samples. The research used kinds of statistical analysis including item analysis, factor analysis, confirmatory analysis and structural equation modeling. The main findings of the study were as follows:
    1.The experience quality influenced overall satisfaction of B&B consumers. The overall satisfaction hadn't influence on revisiting intension. The overall satiosfaction is not the mediator between experience quality and revisiting intention.
    2.The experience quality influenced B&B memory of consumers, and then the revisiting intention was influenced by B&B memory. The B&B memory is the mediator between experience quality and revisiting intention.

    表目錄............................iv 圖目錄............................vi 第一章 緒論................... .....1 第一節 研究背景.....................1 第二節 研究動機.....................2 第三節 研究問題.....................3 第四節 研究目的.....................4 第五節 研究範圍與對象................5 第六節 研究流程.....................6 第二章 文獻回顧......................7 第一節 體驗品質.....................7 第二節 整體滿意度..................16 第三節 民宿記憶....................19 第四節 重遊意圖....................27 第三章 研究設計.....................28 第一節 研究架構....................29 第二節 操作性定義..................29 第三節 研究假設....................30 第四節 問卷發展....................32 第五節 預試問卷與分析...............40 第六節 抽樣設計....................42 第七節 資料分析方法.................42 第四章 研究結果.....................46 第一節 受測者樣本特性分析............46 第二節 體驗品質量表分析..............49 第三節 整體滿意度量表分析............58 第四節 民宿記憶量表分析..............59 第五節 重遊意圖量表分析..............59 第六節 結構方程模式.................60 第七節 假設檢定.....................68 第五章 結論與建議....................69 第一節 結論........................70 第二節 學術意涵.....................72 第三節 管理意涵.....................74 第四節 研究限制與未來研究方向..........75 參考文獻............................76 附錄一 焦點團體意見綜合表..............84 附錄二 專家效度問卷...................87 附錄三 預試問卷......................91 附錄四 體驗品質項目分析總表............95 附錄五 整體滿意度項目分析總表...........96 附錄六 民宿記憶項目分析總表............96 附錄七 重遊意圖項目分析總表............96 表 目 錄 表 2-1 體驗四向度衡量題項整理..........14 表 2-2 整體滿意度定義.................17 表 2-3 整體滿意度衡量構面整理..........17 表 2-4 記憶與回憶之名詞解釋............19 表 2-5 記憶類型的整理.................22 表 2-6 重遊意圖定義...................28 表 3-1 體驗品質問項表.................33 表 3-2 整體滿意度問項表................35 表 3-3 民宿記憶問項表.................36 表 3-4 經焦點團體後之體驗品質修改對照表...38 表 3-5 經焦點團體後之整體滿意度修改對照表..39 表 3-6 經焦點團體後之重遊意圖修改對照表....39 表 3-7 專家之背景資料..................40 表 3-8 專家審核意見內容.................40 表4-1 受訪者近年居住民宿之經驗分布情行...................................47 表4-2 人口樣本分佈表....................48 表4-3 體驗品質之描述性統計分析表..........50 表4-4 體驗品質之因素分析表...............52 表4-5體驗品質模型適配度..................53 表4-6體驗品質量表一階模型適配度............57 表4-7 整體滿意度之描述性統計分析表.........58 表4-8 民宿記憶之敘述性統計分析表...........59 表4-9 理論模型之違犯估計參考表.............61 表4-10 理論模型之適配檢測表..............62 表4-11 相關矩陣.........................63 表4-12 路徑關係檢定表....................64 表4-13 結構模式1效果分析表................66 表4-14 結構模式2效果分析表................66 圖 目 錄 圖 1-1 研究流程..........................6 圖 2-1 旅遊體驗模式.......................8 圖 2-2 體驗四向度........................14 圖 2-3 記憶歷程..........................21 圖 3-1 研究架構圖........................29 圖4-1體驗品質一階驗證性因素分析模式..........55 圖4-3 民宿住宿體驗模式理論模型之檢測圖........67

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