Since the sample in this study was relatively small and limited to guests at some ITHs located in Taiwan, future research should collect a greater number of samples and include a more diverse range of ITHs. Moreover, while the proposed H-SCI model had been validated by major Taiwanese samples, this theoretical framework should be further validated by using samples from various nations, in order to generalize the applicability of the model. Other, the H-CSI model designing these is only one factor of consumption emotions, which combines positive and negative emotions together, in the present study. In future research, it is recommended that the positive emotions factor and the negative emotions factor could be separated to better understand the role of consumption emotions in the H-CSI model.
45
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附錄 A
國際觀光旅館顧客滿意度研究問卷
一、顧客滿意度題項
下列問題，請就您個人的實際感受，在適當的□打 ˇ，非常同意代表 10 分，非常不同意代表 1 分
非 常 同 意
同 意
稍 微 同 意
稍 微 不 同 意
不 同 意
非 常 不 同 意 10 9 8 7 6 5 4 3 2 1
1.該國際觀光旅館提供的服務是符合我需求的 □ □ □ □ □ □ □ □ □ □
2.該國際觀光旅館能提供所承諾的服務 □ □ □ □ □ □ □ □ □ □
3.該國際觀光旅館的整體服務品質讓我感到不滿意 □ □ □ □ □ □ □ □ □ □
4.住宿消費過程讓我感到驚喜 □ □ □ □ □ □ □ □ □ □
5.住宿消費過程讓我感到舒適 □ □ □ □ □ □ □ □ □ □
6.住宿消費過程讓我感到失望 □ □ □ □ □ □ □ □ □ □
7.在既定品質下，我覺得所付之消費金額是很超值的 □ □ □ □ □ □ □ □ □ □ 8.在既定價格下，我覺得實際感受之品質是很滿意的 □ □ □ □ □ □ □ □ □ □
9.我對該國際觀光旅館的整體表現感到滿意 □ □ □ □ □ □ □ □ □ □
10.該國際觀光旅館的表現是符合我所期望的 □ □ □ □ □ □ □ □ □ □
11.該國際觀光旅館與我心目中理想的旅館相當接近 □ □ □ □ □ □ □ □ □ □
12.未來我仍然願意投宿在該觀光旅館 □ □ □ □ □ □ □ □ □ □
13.我會向親朋好友推薦該國際觀光旅館 □ □ □ □ □ □ □ □ □ □
14.即使價格調漲，我下次依然會考慮投宿在該國際觀
光旅館 □ □ □ □ □ □ □ □ □ □
15.我曾經正式或非正式向該國際觀光旅館表達不滿
或抱怨？ □ □ □ □ □ □ □ □ □ □
二、填答者背景資料
性別： □男 □女
年齡： □19 歲以下 □20~29 歲 □30~39 歲 □40~49 歲 □50 歲以上 學歷： □高中 □大學(專) □研究所
國籍： □台灣 □外國籍
55