9722619潘欣佩 Patty

706 views

Published on

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
706
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
5
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

9722619潘欣佩 Patty

  1. 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. 2. <ul><li>Background </li></ul><ul><li>Motivation </li></ul><ul><li>Purpose of the Study </li></ul><ul><li>Research Questions </li></ul><ul><li>Literature Review </li></ul><ul><li>Methodology </li></ul>Content 2
  3. 3. <ul><li>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. </li></ul>Background 3
  4. 4. Motivation <ul><li>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. </li></ul>4
  5. 5. 5 Customers’ perception Customers’ satisfaction Provision of information
  6. 6. Purpose of Study <ul><li>The research is to investigate the gap of provision of information from two sides-managers and customers. </li></ul>6
  7. 7. <ul><li>Perception : an idea, a belief or an image you have as a result of how you see or understand something (Oxford English Dictionary) </li></ul>Customer’s Perception 7
  8. 8. Customer’s Satisfaction <ul><li>Customer’s satisfaction is achieved when the customer’s needs and wants are fulfilled. </li></ul><ul><li>(Lam & Zhang, 1999) </li></ul>8
  9. 9. Provision of Information <ul><li>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. </li></ul>9
  10. 10. Research Questions <ul><li>Could these three factors-provision of information, customers’ perception and customers’ satisfaction-being interactive? </li></ul>H1: There exists a possibility of having differences between this two sides. 10
  11. 11. <ul><li>Will provision of information influence customers’ perception? </li></ul><ul><li>Is there has a congruence between customers’ perception and customers’ satisfaction? </li></ul><ul><li>Will customers’ satisfaction influence provision of information? </li></ul>11
  12. 12. Literature Review <ul><li>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. </li></ul><ul><li>( Nasution & Mavondo, 2008) </li></ul>12
  13. 13. Literature Review <ul><li>The managers’ perception of customer value is different to what customers’ experience as customer value. </li></ul>( Nasution & Mavondo, 2008) 13
  14. 14. Instrument <ul><li>Pilot Study </li></ul><ul><li>30 participants </li></ul><ul><li>Formal Study </li></ul><ul><li>500 participants will involve in this study </li></ul><ul><li>5-Likered Point </li></ul>14
  15. 15. Procedures of the Study Hualian 2 months 15 Pilot Study <ul><li>Formal Study </li></ul>Questionnaire 500 participants
  16. 16. Data Analysis <ul><li>SPSS 13.0 version </li></ul><ul><li>Reliability analysis (Cronbach α) </li></ul><ul><li>Independent T-test </li></ul><ul><li>Descriptive Statistics </li></ul><ul><li>ANOVA </li></ul>16
  17. 17. <ul><li>Thank you for your attention. </li></ul>17

×