出境旅客轉乘台北捷運系統的服務品質、滿意度與行為意向關係之研究

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Title:	出境旅客轉乘台北捷運系統的服務品質、滿意度與行為意向關係之研究
Authors:	林裕富
Contributors:	觀光休閒事業管理研究所碩士在職專班
Keywords:	台北捷運系統台北松山機場服務品質滿意度行為意向
Date:	2009
Issue Date:	2011-10-11 13:56:51 (UTC+8)
Abstract:	本研究針對轉乘旅客，探討其對台北捷運系統聯結台北松山機場感受之服務品質、滿意度與行為意向，以SPSS 12.0與LISREL 8.54軟體進行資料分析（N＝330）。結果發現轉乘旅客多有轉乘經驗，並以渡假動機者最多，普遍肯定此聯結系統，對於服務品質之有形性設施認同度最高，系統穩定最低；對於環境、設備使用狀況滿意度最高，車廂內行李置物架及座椅則最低；意向上則傾向會推薦或再搭乘。而服務品質、滿意度與行為意向隨著個人屬性如旅遊類型、旅遊動機、轉乘捷運次數等，有顯著個別差異。同時，變項之間有顯著正相關與預測作用，且服務品質會透過滿意度對行為意向產生間接影響，證實良好服務品質，將提升滿意度，而促使轉乘旅客傾向推薦或再搭乘。 The research is aimed at exploring the relationship among service quality, consuming satisfaction and behavior tendency perceived by the outbound passengers as using Taipei MRT system to reach Taipei Songshan Airport. The survey data was collected from 330 valid self-reported questionnaires and analyzed by the packages of SPSS 12.0 and LISREL 8.54. The result shows that most of the passengers are repeated users of MRT and travel is the main motivation for this ride to the airport. Generally, the passengers express ‘agree to very agree’ to the connection of MRT and the Airport. To service quality, they evaluate the ‘physical facilities’ as the best quality but the ‘operation stability’ as the least one. Also, they are most satisfied with the ‘environment & equipment’ but least with ‘in-carriage equipments’. They are tended, as a result, to recommend or reuse this connect system. In addition, there are significant differences found between these three variables and personal characteristics, such as age, travel motivation, using frequencies, etc. The variables are seen positively interrelated as well. Moreover, the service quality and consuming satisfaction are found significantly predicting behavior tendency. This is further confirmed by SEM (structural equation modeling) which demonstrates a causal relationship that service quality has the effect on behavior tendency through consuming satisfaction. The findings insert to suggest that the good service quality does influence passenger satisfaction and their positive tendency.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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