Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example

Chia Hsien Tsai, Yu Jin Peng, Hsin-Hung Wu

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

Tourism factory project initiated by the government in Taiwan encourages the traditional manufacturing companies with unique, industrial history, and culture to transform into tourism factories since tourism industry has become a new leisure industry of the twenty-first century. By becoming a tourism factory, companies can establish a bond between consumers and the brand, generate additional income from entrance tickets and on-site sales, and eventually add values for service innovation. Customer satisfaction is the key factor for a successful tourism factory. Besides, customer satisfaction is highly dependent on the behaviors of the front-line service providers. In this study, a case of Brand's Health Museum is chosen to examine how the behaviors of the front-line service providers affect the customers' perceptions in service quality by internal customer survey. One-way analysis of variance and independent sample t-test are applied to identify which demographic variable(s) might have greater impact on service process satisfaction. The results show that different age groups perceive gift shop service satisfaction differently. Moreover, the age group of 21-30 has the lowest satisfaction since they are more sensitive to product prices.

Original languageEnglish
Title of host publicationProceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012
Pages244-247
Number of pages4
Publication statusPublished - 2012 Dec 1
Event2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012 - Taipei, Taiwan
Duration: 2012 Oct 232012 Oct 25

Other

Other2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012
CountryTaiwan
CityTaipei
Period12-10-2312-10-25

Fingerprint

Museums
Industrial plants
Health
Customer satisfaction
Industry
Analysis of variance (ANOVA)
Sales
Innovation

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Software

Cite this

Tsai, C. H., Peng, Y. J., & Wu, H-H. (2012). Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example. In Proceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012 (pp. 244-247). [6528635]
Tsai, Chia Hsien ; Peng, Yu Jin ; Wu, Hsin-Hung. / Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example. Proceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012. 2012. pp. 244-247
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Tsai, CH, Peng, YJ & Wu, H-H 2012, Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example. in Proceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012., 6528635, pp. 244-247, 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012, Taipei, Taiwan, 12-10-23.

Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example. / Tsai, Chia Hsien; Peng, Yu Jin; Wu, Hsin-Hung.

Proceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012. 2012. p. 244-247 6528635.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Tsai CH, Peng YJ, Wu H-H. Evaluating service process satisfaction of a tourism factory - Using Brands' Health Museum as an example. In Proceedings - 2012 6th International Conference on New Trends in Information Science, Service Science and Data Mining (NISS, ICMIA and NASNIT), ISSDM 2012. 2012. p. 244-247. 6528635