沈易利Shen, I-Li2017-02-272025-07-302017-02-272017-02-27https://ir.ntus.edu.tw/handle/987654321/71175學位類別：碩士校院名稱：國立臺灣體育運動大學系所名稱：休閒運動管理研究所學號：19902015畢業學年度：100年論文頁數：79頁　　本研究旨在探討國外旅行團領隊的工作表現對旅客滿意度的影響，透過自編工具「旅客對領隊工作表現的滿意度問卷」，針對有國外參團經驗的人，以叢集便利抽樣進行問卷，並以描述性統計、t檢定、單因子變異數及皮爾森相關進行分析。結果發現，旅客在選擇旅遊產品時，最重要的考量因素是產品內容，領隊工作表現之滿意度會影響旅客再購意願，且在不同群族之間有顯著差異。結論建議旅行業者對領隊人員加強危機處理與專業能力之培訓，在產品包裝上能依不同群族之旅客提供更貼切的服務品質。　　The purpose of this study was to explore the effect on traveler satisfaction with international tour leader performance. Adopting a cluster and convenience sampling method, the study was conducted through the self-designed questionnaire, “Questionnaire of Traveler Satisfaction with Tour Leader Performance”, among subjects who had the group tour experience of traveling abroad. The survey data were analyzed via descriptive statistics, t-test, one way analysis of variance (ANOVA), and Pearson correlation analysis. The questionnaire findings indicate that the primary factor for tourists to consider is the product contents in choosing travel products. Satisfaction with tour leader performance will affect customer repurchase intention. Meanwhile, there is a significant difference between different user groups. Based upon the investigation results, the recommendation the study proposes is that tourism marketers should strengthen training programs for tour leaders on crisis management and professional ability. In addition, more appropriate service quality should be offered for different user groups according to their needs in the context of product packaging.目　次 第壹章　緒論………………………………………………………………1 　第一節　研究背景與動機………………………………………………1 　第二節　研究目的………………………………………………………3 　第三節　研究問題………………………………………………………3 　第四節　研究假設………………………………………………………4 　第五節　研究範圍與限制………………………………………………4 　第六節　名詞解釋………………………………………………………4 第貳章　文獻探討…………………………………………………………6 　第一節　領隊的意涵與職責……………………………………………6 　第二節　旅客消費行為與期待…………………………………………14 　第三節　旅行業經營概況與旅遊糾紛案例分析………………………23 　第四節　服務品質、滿意度與再購意願相關研究……………………34 第叁章　研究方法與步驟…………………………………………………36 　第一節　研究架構………………………………………………………36 　第二節　研究流程………………………………………………………37 　第三節　研究對象與取樣………………………………………………39 　第四節　研究工具………………………………………………………39 　第五節　資料分析………………………………………………………44 第肆章　結果與討論………………………………………………………46 　第一節　描述性統計分析………………………………………………46 　第二節　旅客之滿意度與再購意願之分析……………………………52 　第三節　不同人口變項旅客滿意度之差異分析………………………57 　第四節　綜合討論………………………………………………………62 第伍章　結論與建議………………………………………………………66 　第一節　結論……………………………………………………………66 　第二節　研究建議………………………………………………………681672225 bytesapplication/pdf再購意願;危機處理;專業能力repurchase;crisis management;professional abilitythesis