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The Interactions Among  Provision of Information ,  Customers’ Perception  and  Customers’ Satisfaction : A Study of B&B and Hotel Industries Presenter: Hsin-Pei Pan Advisor: Dr. Hsiao-tung Hsu Date: January 7, 2010
Content Introduction Literature review Methodology
Introduction ,[object Object],[object Object],[object Object],[object Object]
Background of the study ,[object Object]
Background of the study (Tourism Bureau Republic of China, 2008) B&B 2678 Hotel 2003 600 2008 2691
Statement of problems ,[object Object],[object Object]
[object Object],Statement of problems
Purpose of the Study ,[object Object]
Research Questions ,[object Object]
2. Could customers’ satisfaction be another information? H1 :  Provision has influence upon customers’  perception. H2 :  Customers’ perception has influence upon customers’ satisfaction. Research Questions
Literature review ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],Definition of Provision of information personal (e.g., friends, relatives, and colleagues)  marketer-dominated   (e.g., advertisements and promotions) neutral  (e.g., third-party such as travel agents and travel guides) experiential sources thorough direct contacts with retailer
[object Object],[object Object],Provision of information
[object Object],[object Object],Provision of information
Definition of Perception ,[object Object],[object Object]
[object Object],[object Object],Customers’ perception
[object Object],[object Object],Definition of satisfaction
Customers’ satisfaction ,[object Object],[object Object]
[object Object],[object Object],Provision of information vs. Customers’ perception
[object Object],[object Object],Provision of information vs. Customers’ perception
Provision of information vs. customers’ satisfaction ,[object Object],[object Object]
Customers’ perception vs. customers’ satisfaction ,[object Object],[object Object]
Customers’ perception vs. customers’ satisfaction ( Chen & Chen, 2009) Perceived value Experience quality Behavioral intention Satisfaction
Methodology ,[object Object],[object Object],[object Object],[object Object]
Conceptual Framework
[object Object],Participants Customers who stay at hotel/B&B in Nantou   Questionnaire 500 copies Time 10 minutes Duration 2 months Measurement 5-Likert Point Scale
Instrument ,[object Object],Categories Part 1  Consumer information Lin (2004) Part 2 Provision of information Part 3  Perception Part 4 Satisfaction Part 5 Personal information
Instrument
Instrument
Instrument
Instrument
Instrument
Data analysis Factor analysis Cronbach’s alpha Kaiser-Meyer-Oklin (KMO) Correlation coefficients Data analysis
[object Object]

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