Commenced in January 2007
Paper Count: 30840
Measuring the Relationship between Customers- Satisfaction and Cognitions: A Case of Janfusun Fancyworld in Taiwan
Abstract:The private theme parks are gradually surpassing public-owned scenic areas after many years of development and have become a mainstream choice for domestic tourists. Previous studies show that visitors from different backgrounds differ in consumer behavior and satisfaction factors. An understanding of visitor satisfaction is therefore of extreme importance to operators of privately-owned theme parks. Importance-Performance Analysis (IPA) is used to measure consumer's potential satisfaction with services and has become a widely used management tool for strength and weakness analysis for brands, products, services and point of sales. As IPA has so far not been used to evaluate the visitor satisfaction with privately-owned theme parks, in this study the IPA method is used to analyze visitor satisfaction with Janfusun Fancyworld (one of the most popular private theme parks in Taiwan) and to rank visitor focus and satisfaction on/in theme park facilities and services. Results of the analysis provide private theme park operators with an understanding of user or consumer demands as well as an assessment of the quality of services currently offered.
Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1072692Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2147
 Bultena, G. and L. Klessig, 1969. "Satisfaction in camping: A conceptualization and guide to social research," Journal of Leisure Research. 1: 348-364.
 Cardozo, R. N., 1965. "An experimental study of customer effort, expectation, and satisfaction," Journal of Marketing Research. 224(8): 244-249.
 Chapman, P., 1993. "The U.S. WOCE program: Progress towards scientific objectives," Ocean News. 1: 2.
 Cheron, E. J., R. McTavish, and J. Perrien, 1989. "Segmentation of bank commercial markets," International Journal of Bank Marketing. 7(6): 25-30.
 Chiang, C. H., 2007. "Evaluation of Importance and Performance of the Interpretation of Marine Environment - A Case Study of Penghu Aquarium," Master Thesis, Chinese Culture University.
 Chiang, Y. C., 2001. "Using the Technique of Importance-Performance Analysis to Evaluate Interpreters and Interpretive Media in National Science and Technology Museum," Master Thesis, Taichung Teachers College.
 Chiang, Y. J., 1998. "The Study on Customer Satisfaction, Loyalty and Importance of Satisfaction Dimensions about Health Club in Taipei Metropolis," Master Thesis, National Chiao Tung University.
 Choi, J. and W. H. Hong, 1999. Recovery of lactic acid by batch distillation with chemical reactions using on exchange resin," Journal of Chemical Engineering of Japan. 32(2):184-189.
 Chu, C. Y., 1997. "Applying the Habitual Domains Theory to Explore the Marketing Niches for Taipei-Kaohsiung Air Passenger Transportation Market," Master Thesis, National Chiao Tung University.
 Chung, J. J., 2006. "The Study of Repeat Visitors- Choice Behaviors in the Theme Park," Master Thesis, National Chiayi University.
 Churchill, G. A. J. and C. Surpreant, 1982. An investingation into the determinants of customer satisfaction," Journal of Retailing. 50(4): 99-112.
 Evans, M. R. and K. Chon, 1989. "Formulating and evaluating tourism policy using importance-performance analysis," Journal of Hospitality Education and Research. 13(3): 203-213.
 Hammasi, M., K. C. Strong, and S. A. Taylor, 1994. "Measuring service quality for strategies planning and analysis in service firms," Journal of Applied Business Research. 10(4): 24-34.
 Hollenhorst, S., D. Olson, and R. Fortney, 1992. Use of importance-performance analysis to evaluate state park cabins: The case of the West Virginia State Park Syste," Journal of Park and Recreation Administration. 10(1): 1-11.
 Hou, C. H. and C. W. Yao, 1997. "A research on residents' attitude of leisure and satisfaction of neighborhood park," Outdoor Recreation Research. 10(3): 1-17.
 Hsu, C. H. C., S. Byun, and I. S. Yang, 1997. "Attitudes of Korean college students towards quick-service, family-style, and fine dining restaurants," Journal of Restaurant and Foodservice Marketing. 2(4): 65-85.
 Huang, C. C., S. H. Li, and C. H. Hou, 1999. "Using importance-performance analysis to confer teenagers' demand for tourism and recreation," Leisure, Recreation and Tourism Research Symposium. pp. 99-113. The Outdoor Recreation Association of R.O.C..
 Huang, T. C., Y. W. Huang, and H. C. Yu, 2000. "Religious tourists' travel motivation, expectation, and satisfaction," Outdoor Recreation Research. 13(3): 23-48.
 Janfusun Fancyworld, 2010. Available from http://fancyworld.janfusun.com.tw/
 Kao, C. L., 1999. "The study of Holiday Maker's Perception and Their Overall Statisfaction of Public Leisure Farming - A Case study of Wulin Farm," Master Thesis, Chinese Culture University.
 Keyt, J. C., U. Yavas, and G. Riecken, 1994. "Importance-performance analysis: A case study in restaurant positioning," International Journal of Retail and Distribution Management. 22(5): 35-40.
 Kotler, P., 1991. Marketing Management: Analysis, Planning, Implementation and Control, 7th Edition. New Jersey: Prentice-Hall.
 Lewis, R. C. and R. E. Chambers, 1989. Marketing Leadership in Hospitality. New York : Van Nostrand Reinhold.
 Lin, C. H., 2005. "A Study on Visitors- Satisfaction at the Recreation Farms," Master Thesis, National Chung Cheng University.
 Luo, H. H., 2003. "A Study On the Determinants of Theme Park Brand Equity," Master Thesis, Nan Hua University.
 Marr, J. W., 1986. "Letting the customer be the judge of equality," Quality Progress. 19 (10): 46-49.
 Martilla, J. A. and J. C. James, 1977. "Improtance-Performance analysis," Journal of Marketing. 41(1): 77-79.
 Oliver, R. L., 1981. "Measurement and evaluation of satisfaction process in retail setting," Journal of Retailing. 57: 25-48.
 Sampson, S. E. and M. J. Showalter, 1999. "The performance-importance response function: Observations and implication," The Service Industries Journal. 19: 1-25.
 Wang, H. C., 2001. "An Importance-Performance Analysis of the Quality of the Museum - Case Study of the National Palace Museum," Master Thesis, Chinese Culture University.
 Westbrook, R. A., 1980. "A rating scale for measuring product/service satisfaction," Journal of Marketing. 18(3): 68-72.
 Woodruff, R. B., E. R. Cadotte, and R. L. Jenkins, 1983. "Modeling consumer satisfaction processes using experience-based norms," Journal of Marketing Research. 8: 296-304.
 Wu, C. H. and T. C. Huang, 2001. "On service quality of the Yu-Shan National Park administration: A case study of visitors' satisfaction," National Park Journal. 11(2): 117-135.
 Wu, M. T., 2006. "The Impact of The Organization Downsizing on Employees Orgainational Commitment - The Case of Theme Parks," Master Thesis, National Chiayi University.
 Yeh, P. H., 1999. "Benefit Evaluation of Tourism Festival Event - A Study of the Taipei Lantern Festival," Master Thesis, Chinese Culture University.