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E90025
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遊客特性及遊客涉入對國家公園解說服務滿意度之影響
The Effect of Travelers Characteristics and Travelers Involvement on the Service Satisfaction of National Park Interpretations
1.黃旭男
1.Shiuh-nan Hwang
1.銘傳大學管理科學研究所
1.Graduate Institute of Management, Ming Chuan University
001,002,003,004
1.銘傳大學管理科學研究所
1.Graduate Institute of Management, Ming Chuan University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2001-08-01
A.14 計畫執行期間(訖):2002-07-31
2002-02-182002-07-31
A.16 收到日期:2002-10-04
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國家公園預約解說人次

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C.2 聯絡日期:2002-10-08
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1.銘傳大學管理科學研究所
1.Graduate Institute of Management, Ming Chuan University
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C.7 資料公開日期:2003-08-01
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008
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1.人員解說服務
2.生活型態
3.遊客涉入
4.遊客專長性
1.PersonalIinterpretation
2.The Life Style
3.Tourists’ Participation
4.Tourists’Involvement
 隨著週休二日之實施,國人對休閒遊憩之需求亦大量增加。其中國家公園為提供國人休閒遊憩機會之最大面積供給者,其每年之遊客人數超過千萬人次,由此可見 國家公園對國人休閒遊憩機會之重要性。在服務業競相追求服務品質之趨勢下,國家公園提供遊客休閒遊憩之品質究竟如何,卻未曾被研究過。從服務接觸之觀點可 知,解說服務為遊覽國家公園之一特點。因此,遊客對國家公園之解說服務滿意度,將間接影響其對國家公園之滿意度。國家公園解說服務,一直面臨著經費限制與 人員短缺之問題。 以台灣本島之五座國家公園為例,只約64 名之解說人員,實無法負荷與日遽增之解說需求。本研究旨在透過對遊客消費行為的研究,提供解說服務之策略。 本研究以「遊客特性」、「遊客涉入」為變項,探討不同遊客特性、不同涉入程度之遊客對解說服務滿意度,是否存在顯著不同。因此,以台灣本島五座國家公 園預約解說服務團體為研究對象,探討預約解說服務遊客特性,包含基本人口統計屬性、遊客專長性、遊客涉入、生活型態與解說服務滿意度等。並以遊客涉入區隔 出五種集群,以了解各集群之遊客特性,進而對各集群研擬解說服務管理策略。本研究結果可提供陽管處對預約解說遊客特性有相當程度認識,未來提昇解說服務設 計有一定之參考價值。

Since the advocating of five-work-day every week for all levels of government agencies in 2001, the demand of leisure and recreation activity is increasing in Taiwan. National Park Administration Division is the biggest recreation land provider in Taiwan. Therefore, it is nature that there are over ten million travelers flowing into National Parks every year. It is bizarre that there is no study on the service quality of Taiwan National Park, while the service industry is under the sharp competitions of service quality. From the perspective of service encounter, the evaluation of service quality on the National Parks by travelers is effected by the interpretation quality. In other words, it is to study the interpretation quality of National Parks to understand the service quality of the National Parks. The interpretation system in Taiwan always has the shortage budget and interpreter problems. Take the Taiwan Island for example; there are only around 64 interpreters to serve on five National Parks. These interpreters really overload of the increasing interpretation demand. This study tries to use the Involvement variable to understand the different level of travelers\' involvement judged the service quality differently. At the same time, using the different travelers\' involvement to design different interpretation service. Therefore, the study uses five National Parks in Taiwan as the case to analyze the visitors\' characteristics, including the demographic statistics, tourists\' participation, tourists\' involvement, tourists\' life style, and personal guided interpretation satisfaction. It also groups five clusters by tourists\' involvement to understand the visitors\' characteristics and build up the personal interpretation management strategy for each cluster. The study result can help the National Park Headquarters have clearer picture of the tourists\' characteristics of the personal guided interpretation tour. Meanwhile, the study result has the valuable distribution for improving the personal interpretation design.

D.16 完成檢誤日期:2004-06-03
D.17 預定釋出日期:2004-06-25
D.18 初次釋出日期:2004-06-29
D.19_1 最新版釋出日期:2004-06-29
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10.6141/TW-SRDA-E90025-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E90025
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