9722619潘欣佩 Patty

  • 361 views
Uploaded on

 

More in: Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
361
On Slideshare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
4
Comments
0
Likes
1

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Presenter: Hsin-Pei Pan Instructor: Dr. Pi-Ying Hsu Date: December 29, 2008 The interactions among provision of information, customers’ perception and customers’ satisfaction: In terms of the industries of Hotel and B&B 1
  • 2.
    • Background
    • Motivation
    • Purpose of the Study
    • Research Questions
    • Literature Review
    • Methodology
    Content 2
  • 3.
    • The industries of Hotel and B&B have been rapidly developed whereas the rise of the awareness of leisure activity that is being gradually emphasised.
    Background 3
  • 4. Motivation
    • Comparing the provision of information either offered from mangers of the industries of Hotel and B&B or customers who have physically experienced. A possibility of having differences between this two sides is suspected.
    4
  • 5. 5 Customers’ perception Customers’ satisfaction Provision of information
  • 6. Purpose of Study
    • The research is to investigate the gap of provision of information from two sides-managers and customers.
    6
  • 7.
    • Perception : an idea, a belief or an image you have as a result of how you see or understand something (Oxford English Dictionary)
    Customer’s Perception 7
  • 8. Customer’s Satisfaction
    • Customer’s satisfaction is achieved when the customer’s needs and wants are fulfilled.
    • (Lam & Zhang, 1999)
    8
  • 9. Provision of Information
    • Consumers who are highly familiar with the relationship between the portfolio and extended brands seem to categorize information more effectively than those who are less familiar.
    9
  • 10. Research Questions
    • Could these three factors-provision of information, customers’ perception and customers’ satisfaction-being interactive?
    H1: There exists a possibility of having differences between this two sides. 10
  • 11.
    • Will provision of information influence customers’ perception?
    • Is there has a congruence between customers’ perception and customers’ satisfaction?
    • Will customers’ satisfaction influence provision of information?
    11
  • 12. Literature Review
    • The implication for managers is that a better understanding of customers, their needs and expectations would assist is bridging the gap in perceptions of customer value.
    • ( Nasution & Mavondo, 2008)
    12
  • 13. Literature Review
    • The managers’ perception of customer value is different to what customers’ experience as customer value.
    ( Nasution & Mavondo, 2008) 13
  • 14. Instrument
    • Pilot Study
    • 30 participants
    • Formal Study
    • 500 participants will involve in this study
    • 5-Likered Point
    14
  • 15. Procedures of the Study Hualian 2 months 15 Pilot Study
    • Formal Study
    Questionnaire 500 participants
  • 16. Data Analysis
    • SPSS 13.0 version
    • Reliability analysis (Cronbach α)
    • Independent T-test
    • Descriptive Statistics
    • ANOVA
    16
  • 17.
    • Thank you for your attention.
    17