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Effects of Service Innovation on Customer Satisfaction in Recreation Industry

Shang-Pao Yeh, Hsin-Wei Fu

Abstract


A lot of invention of new technology provides people with higher quality equipment for recreation, and the continuous innovation of leisure services has enriched the recreational life styles. The future development of recreation industry therefore would enhance Customer Satisfaction by various new technologies, facilities, products, and services.This study aims to deeply discuss the effects of Service Innovation on Customer Satisfaction in recreation industry. Having the customers and staff of SunLinkSea be the research participants, total 320 questionnaires are distributed. With 227 valid copies, the retrieval rate achieves 71%. Centered on Service Innovation, the empirical results show the significantly positive correlations between Service Innovation and Customer Expectation, Product Performance, and Disconfirmation in Customer Satisfaction, and the correlations between Service Innovation and Customer Satisfaction appear partially remarkable differences on demographic attributes. The research outcomes present the effects of Service Innovation on the promotion of Customer Satisfaction.

Keywords


recreation industry, service Innovation, customer Satisfaction

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