商业研究
商業研究
상업연구
Commercial Research
2007年
2期
193~198
,共null页
顾客心理受权 服务质量 顾客满意感
顧客心理受權 服務質量 顧客滿意感
고객심리수권 복무질량 고객만의감
customer psychological empewerment, service quality, customer satisfaction
目前，大学生旅游已成为旅游业新的利润增长点，是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究，探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明，顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分。顾客心理受权对服务质量和顾客满意感存在显著影响。
目前，大學生旅遊已成為旅遊業新的利潤增長點，是旅遊企業不可忽視的一箇市場群體。通過在廣州市的三所大學進行瞭一次實證研究，探討瞭顧客心理受權的組成成分及其與服務質量和顧客滿意感之間的關繫。數據分析結果錶明，顧客的消費能力、消費自主權、影響力是顧客心理受權的組成成分。顧客心理受權對服務質量和顧客滿意感存在顯著影響。
목전，대학생여유이성위여유업신적리윤증장점，시여유기업불가홀시적일개시장군체。통과재엄주시적삼소대학진행료일차실증연구，탐토료고객심리수권적조성성분급기여복무질량화고객만의감지간적관계。수거분석결과표명，고객적소비능력、소비자주권、영향력시고객심리수권적조성성분。고객심리수권대복무질량화고객만의감존재현저영향。
Nowadays, university students have become a new unnegletable group in the tourist market as their cousumption brought about new tourism growth. The study investigates the relationship between service quality, customer satisfaction and customer psychological empewerment. The 232 questionnaires were gathered from three universities in Guangzhou. The results show that customer psychological empowerment has three components, which are consumption competence, consumption self - determination and effect. Furthermore, customer psychological empowerment has direct or indirect impact on service quality and customer satisfaction.
