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Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport

Received: 18 October 2016     Published: 19 October 2016
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Abstract

Chinese mainland tourists are important to tourism industry in Taiwan. The study objective is to analyze the marketing effects on satisfaction of Chinese tourists in the Souvenir Avenue at Taoyuan international airport. Research framework was based on the European EPSI rating system and SERVQUAL service factors. The multiple regression model was used to evaluate the six hypotheses of antecedent effects. The results showed that some hypotheses were supported. Avenue image and product quality were not significant antecedents. Tourists’ expections had significant effect on their perceived value and satisfaction. Tourists’ perceived value had significant effect on their satisfaction evaluation. The satisfaction level was an significant antecedent factor of tourists’ purchase loyalty. Some perceived SERVQUAL factors were important antecedents of perceived value and satisfaction in the survey.

Published in Science Innovation (Volume 4, Issue 4)
DOI 10.11648/j.si.20160404.19
Page(s) 221-227
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2016. Published by Science Publishing Group

Keywords

Taoyuan International Airport, Souvenir, Satisfaction, Loyalty, Regression Analysis

References
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Cite This Article
  • APA Style

    Shiaw-Wuu Perng, Yu-Chieh Cho, Tsung-Po Lo. (2016). Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport. Science Innovation, 4(4), 221-227. https://doi.org/10.11648/j.si.20160404.19

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    ACS Style

    Shiaw-Wuu Perng; Yu-Chieh Cho; Tsung-Po Lo. Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport. Sci. Innov. 2016, 4(4), 221-227. doi: 10.11648/j.si.20160404.19

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    AMA Style

    Shiaw-Wuu Perng, Yu-Chieh Cho, Tsung-Po Lo. Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport. Sci Innov. 2016;4(4):221-227. doi: 10.11648/j.si.20160404.19

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  • @article{10.11648/j.si.20160404.19,
      author = {Shiaw-Wuu Perng and Yu-Chieh Cho and Tsung-Po Lo},
      title = {Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport},
      journal = {Science Innovation},
      volume = {4},
      number = {4},
      pages = {221-227},
      doi = {10.11648/j.si.20160404.19},
      url = {https://doi.org/10.11648/j.si.20160404.19},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.si.20160404.19},
      abstract = {Chinese mainland tourists are important to tourism industry in Taiwan. The study objective is to analyze the marketing effects on satisfaction of Chinese tourists in the Souvenir Avenue at Taoyuan international airport. Research framework was based on the European EPSI rating system and SERVQUAL service factors. The multiple regression model was used to evaluate the six hypotheses of antecedent effects. The results showed that some hypotheses were supported. Avenue image and product quality were not significant antecedents. Tourists’ expections had significant effect on their perceived value and satisfaction. Tourists’ perceived value had significant effect on their satisfaction evaluation. The satisfaction level was an significant antecedent factor of tourists’ purchase loyalty. Some perceived SERVQUAL factors were important antecedents of perceived value and satisfaction in the survey.},
     year = {2016}
    }
    

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    T1  - Service Quality and Satisfaction Indices for China Passengers in the Souvenir Avenue at Taoyuan International Airport
    AU  - Shiaw-Wuu Perng
    AU  - Yu-Chieh Cho
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    N1  - https://doi.org/10.11648/j.si.20160404.19
    DO  - 10.11648/j.si.20160404.19
    T2  - Science Innovation
    JF  - Science Innovation
    JO  - Science Innovation
    SP  - 221
    EP  - 227
    PB  - Science Publishing Group
    SN  - 2328-787X
    UR  - https://doi.org/10.11648/j.si.20160404.19
    AB  - Chinese mainland tourists are important to tourism industry in Taiwan. The study objective is to analyze the marketing effects on satisfaction of Chinese tourists in the Souvenir Avenue at Taoyuan international airport. Research framework was based on the European EPSI rating system and SERVQUAL service factors. The multiple regression model was used to evaluate the six hypotheses of antecedent effects. The results showed that some hypotheses were supported. Avenue image and product quality were not significant antecedents. Tourists’ expections had significant effect on their perceived value and satisfaction. Tourists’ perceived value had significant effect on their satisfaction evaluation. The satisfaction level was an significant antecedent factor of tourists’ purchase loyalty. Some perceived SERVQUAL factors were important antecedents of perceived value and satisfaction in the survey.
    VL  - 4
    IS  - 4
    ER  - 

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Author Information
  • Dept. of Air Transportation/Kainan University, Taoyuan, ROC

  • School of Tourism & Transportation/Kainan University, Taoyuan, ROC

  • Customer Service & Admin Dept./Tasa Meng Corporation, Taoyuan International Airport, ROC

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