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

Shiaw-Wuu Perng; Yu-Chieh Cho; Tsung-Po Lo

doi:doi:10.11648/j.si.20160404.19

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

Shiaw-Wuu Perng, Yu-Chieh Cho, Tsung-Po Lo

Published in Science Innovation (Volume 4, Issue 4)

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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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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TY  - JOUR
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
AU  - Tsung-Po Lo
Y1  - 2016/10/19
PY  - 2016
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

Shiaw-Wuu Perng

Dept. of Air Transportation/Kainan University, Taoyuan, ROC
Yu-Chieh Cho

School of Tourism & Transportation/Kainan University, Taoyuan, ROC
Tsung-Po Lo

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

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Plain Text BibTeX RIS

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

Copy | Download

@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}
}

Copy | Download

TY  - JOUR
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
AU  - Tsung-Po Lo
Y1  - 2016/10/19
PY  - 2016
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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