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 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
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.
一、中文
交通部觀光局 (2012)。2011年國人旅遊狀況調查。線上檢索日期:2012年6月5
日。網址:
http://admin.taiwan.net.tw/statistics/market.aspx?no=133
交通部觀光局 (2012)。2012年5月民宿家數、房間數統計表。線上檢索日期:
2012年6月5日。網址:
http://admin.taiwan.net.tw/travel/statistic_g.aspx?
no=228
行政院 (2009)。縣市改制說明。線上檢索日期:2011年6月4日。網址:
http://www.ey.gov.tw/ct.asp?xItem=55730&ctNode=2313&mp=1
吳明隆、涂金堂 (2006)。SPSS與統計應用分析。台北:五南圖書出版股份有限公
司。
吳菊 (2009)。遊客選擇民宿關鍵因素之探討。島嶼觀光研究,2(3),28-45。
吳乾正 (2001)。農園的民宿經營。農業經營管理會訊,27,10-11。
林承賢 (2004)。近五年來台灣傳播學界博碩士論文使用網路問卷研究方法之後設
分析。資訊社會研究,6,25-58。
林舜涓、蔡佳燕、邱莉文(2007)。服務知覺價值的重要-以花蓮民宿遊客為例。旅
遊管理研究,7(2)。
邱皓政 (2005)。結構方程模式:LISREL的理論、技術與應用。台北:雙葉書廊
有限公司。
袁之琦、游恆山 (1990)。心理學名詞辭典 (第3版)。台北市:五南圖書出版公
司。
陳昭郎、張東友 (2002)。農村民宿之類型及其行銷策略。農訊雜誌,19(7),
48-53。
許秉翔、潘名芳 (2009)。民宿主人的經營動機如何影響主客關係?-以台灣民宿協
會會員為對象。鄉村旅遊研究,3(1),53-70。
雷飛鴻 (1990)。新編辭海 (第七版)。台北市:世一。
游恆山、李素卿 (譯) (1999)。心理學 台北市:五南。(Zimbardo, P. G.,
& Gerrig, R.J., 1999)
游森期、余民寧 (2006)。網路問卷與傳統問卷之比較:多樣本均等性方法學應
用。測驗學刊,53(1),103-127。
歐聖榮、姜惠娟 (1997)。休閒農業民宿旅客特性與需求之研究。興大園藝,
22(2),137-147。
鄭皓文 (2011)。民宿旅客新奇追求市場區隔之研究。國立臺灣師範大學餐旅管理
所碩士論文,未出版,台北市。
薛景慈、康桓甄、何若潔 (2008)。澎湖民宿消費者住宿決策因素之研究。運動休
閒餐旅研究,3(3),168-185。
魏文欽 (2008)。資料分析技巧:結構方程模式 AMOS LISREL SAS
之應用。台北:雙葉書廊有限公司。
Arimond, G. & Elfessi, A.(2001). A clustering method for
categorical data in tourism market segmentation
research. Journal of Travel Research,39(4), 391-397.
Bagozzi, R.P.(1996). The role of arousal in the creation and
contril of the halo effect in attitude models.
Psychology & Marketing, 13(3),235-264.
Baker, D., & Crompton, J. (2000). Quality, satisfaction and
behavioral intentions. Annals of Tourism Research,27(3),
785-804.
Bigné, J.E., Sánchez, M.I., & Sánchez, J.(2001). Tourism
image, evaluation variables and after purchase behavior:
inter-relationship. Tourism Management, 22(6), 607-616
Bloemer, J., Ruyter, K. (1998). On the relationship between
store image, store satisfaction and store loyalty.
European Journal of Marketing,32(5), 499-513.
Bollen, K.A.(1989). Structural equation modeling with latent
variables. New York: John Wiley.
Boorstin, D.J.(1961). The image: A guide to pseudo-events in
America. Atheneum, New York.
Browne, M.W., & Cudeck, R. (1993). Alternative ways of
assessing model fit. In K.A. Bollen & J.S. Long (Eds.),
Testing structural equation models(pp. 136-162). Newbury
Park, CA: Sage.
Carter, T.J., & Gilovich, T.(2010). The relative Relativity
of Material and Experiential Purchases. Journal of
Personality and Social Psychology, 98(1), 146-159.
Chen, C. F., & Tsai, D. C. (2007). How destination image and
evaluative factors affect behavioral intentions? Tourism
Management, 28(4),
1115-1122.
Clawson, M., & Knetsch, J. L. (1966). Economics of outdoor
recreation. Baltimore, MD: John Hopkins Press.
Cohen, E.(1979). A phenomenology of tourism experiences.
Sociology, 13, 179-201.
Court, B.C., & Lupton, R.A.(1997). Customer portfolio
development:Modelling destination adopters, inactives,
and rejecters. Journal of Travel Research, 36(1), 35-43.
Crompton, J. L., & Love, L. L. (1995). The predictive
validity of alternative approaches of evaluating quality
of a festival. Journal of Travel Research, 34(1), 11-24.
Crompton, J. L., & MacKay, K. J. (1989). Users’ perceptions
of the relative importance of service quality dimensions
in selected public recreation programs. Leisure Science,
11(4), 367-375.
Eroglu, S.A., Machleit, K.A., & Davis, L.M.(2003). Empirical
testing of a model of online store atmospherics and
shopper responses. Psychology & Marketing, 20(2), 139-
150.
Gilmore, J.H., & Pine, B.J. II. (2002). Differentiating
hospitality operations via experiences: why selling
services is not enough. The Cornell Hotel and Restaurant
Administration Quarterly, 43(3), 87-96.
Hirsch, P.M.(1972). Processing fads and fashions: an
organization-set analysis of cultural industry system.
The American Journal of Sociology, 77(4), 639-659.
Hirschman, E.C., & Holbrook, M.B.(1982). Hedonic omsumption:
emerging concepts, methods and propositions. Journal of
Marketing, 48(3), 92-101.
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit
indexes in covariance structural Equation Modeling,
6(1), 1-55.
Jaeger, W.(1945). Paideia: The ideal of Greek culture,
Vol.I. Oxford University Press, New York.
Johnston-Walker, R. (1999). The accommodation Motivations
and accommodation usage patterns of international
independent pleasure travelers. Pacific Tourism Review,
3, 143-150.
Kaplan, S.(1987). Aesthetics, affect, and cognition.
Environment and Behavior, 19(1), 3-32.
Kline, R. B. (1998). Principles and practice of structural
equation modeling. New York: Guilford Press.
Kozak, M.(2001). Repeater’s behavior at two distinct
destinations. Annals of Tourism Research, 28(3), 784-
807.
Kuntson, B.J., & Beck, J.A.(2003). Identifying the
dimensions of the experience construct: development of
the model. In: William, J.A.,Uysal, M.(Eds), Current
Issues and Development in Hospitality and Tourism
Satisfaction . The Haworth Hospitality Press, New York,
23-35.
Kuntson, B.J., Beck, J.A., Kim, S., & Cha, J.(2009).
Identifying the dimensions of the guest’s hotel
experience. Cornell Hospitality Quarterly, 50(1), 44-55.
Larsen, S. (2007). Aspects of a psychology of the tourist
experience. Scandinavian Journal of Hospitality and
Tourism, 7(1), 7-18.
MacCannell, D.(1973). Staged authenticity: arrangement of
social space in tourist setting. American Journal of
Sociology, 79(3), 589-603.
MacKay, K. J., & Crompton, J. L. (1988). A conceptual model
of consumer evaluation of recreation service quality.
Leisure Studies, 7(1), 41-49.
Mannell, R. C., & Kleiber, D. A. (1997). A social psychology
of leisure. Inc. State College: Venture Publishing.
Mathwick, C. Malhotra, N.K. & Rigdon, E.(2002). Experiencial
value: conceptualization, measurement and application
in catalog and Internet shopping environment. Journal
of Retailing, 77(1), 39-56.
McIntosh, A.J., & Siggs, A.(2005). An exploration of the
experiential nature of Boutique accommodation. Journal
of Travel Research, 44(August), 74-81.
Mehrabian, A., & Russell, J.A.(1974). An approach to
environmental psychology. Massachusetts Institute of
Psychology, Cambridge.
Moutinho, L.(1987). Consumer behavior in tourism. European
Journal of Marketing, 21(10), 5-44.
Myers, D. G. (2003). Psychology. New York: Worth Publishers.
Oh, H., Fiore, A.M., & Jeoung, M. (2007). Measuring
experience economy concepts: Tourism applications.
Journal of Travel Research, 46(2), 119-132.
Oliver, R.L.(1999). Whence consumer loyalty? Journal of
Marketing, 63(2), 33-44.
Opperman, M.(2000). Where psychology and geography interface
in tourism research and theory. Consumer Psychology of
Tourism, Hospitality and Leisure, 19-37.
Pine, B. J. II., & Gilmore, H. J. (1999). The experience
economy: Work is theatre & every business a stage.
Boston, MA: Harvard Business School Press.
Quan, S., & Wang, N. (2004). Towards a structural model of
the tourist experience: an illustration from food
experience in tourism. Tourism Management, 25(3), 297-
305.
Sanbonmatsu, D.M., & Kardes, F.R.(1988). The effects of
physiological arousal on information processing and
Persuasion. Journal of Consumer Research, 15(3), 379-
385.
Singer, J.L.(1966). Daydreaming: An introduction to the
experimental study of inner experience. Random House,
New York.
Smith, V.L.(1978). Hosts and Guests. Sage, London.
Spreng, R.A., Mankenzie, S.B., & Olshavsky, R.W.(1996). A
reexamination of the determinants of consumer
satisfaction. Journal of Marketing, 60(3), 15-32.
Swanson, G.E.(1978). Travel trough inner space: family
structure and openness to absorbing experience. The
American Journal of Sociology, 83(4), 890-919.
Talarico, J. M., & Rubin, D. C. (2003). Confidence, not
consistency, characterize flashbulb memories.
Psychological Science, 14(5), 291-297.
Tian-Cole, S., Crompton, J.L. & Willson, V.L. (2002). An
empirical investigation of the relationships between
service quality, satisfaction and behavioral intentions
among visitors to a wildlife refuge. Journal of Leisure
Research, 34(1), 1-24.
Tian-Cole, S., & Scott, D. (2004). Examining the mediating
role of experience quality in a model of tourist
experiences. Journal of Travel and Tourism Marketing, 16
(1), 79-90.
Tian-Cole, S., & Illum, S. F. (2006). Examining the
mediating role of festival visitors’ satisfaction in the
relationship between service quality and behavioral
intention. Journal of Vacation Marketing, 12(2), 160-
173.
Uriely, N.(2005). The tourist experience. Annals of Tourism
Research, 32(1), 199-216.
Um, S. (2006). Antecedents of revisit intention. Annal of
Tourism Research, 33(4), 1141-1158.
Walls, A.R., Okumus, F., Wang, Y. & Kwun, D.J. (2011). An
epistemological view of consumer experiences.
International Journal of Hospitality Management, 30(1),
10-21.
Wirtz, D., Kruger, J., Scollon, C. N. & Diener, E. (2003).
What to do on spring break? The role of predicted, on-
line, and remembered experience in future choice.
Psychological Science, 14(5), 520-524.
Zane, B.(1997). The B&B guest: A comprehensive view. Cornell
Hotel and Restaurant Administration Quarterly, 38(4),
67-75.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A.(1996). The
behavioral consequences of service quality. Journal of
Marketing, 60(2), 31-46.
Zuckerman, M.(1994). Behavioral Expressions and Biosocial
Bases of Sensation Seeking. Cambridge University Press,
Cambridge.