This research confers with the relationship between customer expectation, actual experience of the services and products, guest satisfaction, value acknowledgement, and loyalty, adopted using questionnaire survey and The Lees Hotel as research subject. 232 valid samples are returned, and SPSS statistics software was applied for ¡§descriptive statistical analysis¡¨, ¡§one-way ANOVA analysis¡¨, and ¡§Scheffe T-test analysis.¡¨ According to the result of this research, guest satisfaction and value acknowledgement were not effective by the pre-consumption expectation; however, guest satisfaction and value acknowledgement were influenced by post-consumption experience. Also, the quality of services had substantial effect on guest satisfaction and value acknowledgement. Population statistics partially interfere with guest satisfaction and brand value. Guest satisfaction has apparent impact on returning for another consuming experience and recommendation.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0908111-102421 |
| Date | 08 September 2011 |
| Creators | Ping, Chia-Yi |
| Contributors | I-Heng Chen, Chih-Wen Kuo, Ying-Yao Cheng |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0908111-102421 |
| Rights | user_define, Copyright information available at source archive |
Page generated in 0.0087 seconds