碩士 / 淡江大學 / 企業管理學系碩士在職專班 / 102 / This study aims to explore the relationships among atmosphere, emotional, satisfaction and behavior intention, using the Hotel Royal Chiai Hsi customers as research objects. The method of random sampling is adopted to get the samplings for this study. Total 384 questionnaires were distributed and 348 valid questionnaires returned with 90.6% return rate. Based on descriptive statistics, reliability, t-test and ANOVA, factor analysis, correlation analysis and regression analysis, the main results of this study are:
1. Relationship atmosphere and environment atmosphere have significantly positive effect on consumer emotion.
2.Positive emotion of customers has significantly positive effect on customer satisfaction.
3. Positive emotion of customers has significantly positive effect on behavior intention.
4. Customer satisfaction has significantly positive effect on behavior intention.
5. Relationship atmosphere has most impact on consumer emotion.
According to the empirical results, it is suggested that Hotel Royal Chiao His could enhance the skill training for the server staff to arouse the positive emotion of customers, further elevate their satisfaction.
| Identifer | oai:union.ndltd.org:TW/102TKU05121071 |
| Date | January 2014 |
| Creators | Tseng-Ju Yang, 楊竫如 |
| Contributors | Kun-Shan, Wu, Hui-Chiung, Lo, 吳坤山, 羅惠瓊 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 46 |
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