1. The Interactions Among Provision of Information, Customers’ Perception and Customers’ Satisfaction: A Study of B&B and Hotel Industries Presenter: Hsin-Pei Pan Instructor: Dr. Pi-Ying Hsu Date: May 25, 2009

2. 2 Content Background Purpose of the Study Research Questions Literature Review Methodology 2

3. 3 Background 54% increase was shown in the number of travellers using the Internet to obtain information on travel plans, car rentals, and hotel arrangements. (Gregory & Breiter, 2001) 3

4. 4 Purpose of the Study to examine the interactions among provision of information, customers’ satisfaction and customers’ perception of B&B and Hotel industries 4

5. 5 Research Questions  Could these three factors-provision of information(PI), customers’ perception(CP) and customers’ satisfaction(CS)-be simultaneously interactive? 5 Could CS be another information? H1: PI has influence upon CP. H2: CP has influence upon CS.

6. 6 Definition of Perception Perceived value is identified as consumer’s overall assessment of the utility of product (or service) based on perception of what is received and what is given. (Zeithaml, 1988) 6 Terms Definition

7. 7 The perceptions of tourists and hotel managers in the hotel industry differ due to differences in expectations of quality of service. (Tsang & Qu, 2002) 7 Terms Definition

8. 8 Definition of Satisfaction Customer satisfaction as that when customers feel the advantages of the product and service, they were willing to pay the price. (Host & Anderson, 2001) 8 Terms Definition

9. 9 Customer’s satisfaction is physically achieved when the customer’s needs and wants are fulfilled. (Lam & Zhang, 1999) 9

10. 10 Terms Definition Provision of information People usually attempt to find information in their memory first, but if an internal information source does not provide sufficient information, they then go out and search for relevant information. (Beatty & Smith,1987) 10

11. 11 Terms Definition The better the flow of information between customers and provider (investments of information), the more likely the customers are to trust their preferred provider. (Zillifro & Morais, 2004) 11

12. 12 Managers’ perception of customer value is different to what customers’ experience as customer value. The implication for managers is that a better understanding of customers, their needs and expectations would assist is bridging the gap in perceptions of customer value. (Nasution & Mavondo, 2007) 12 Literature Review

13. 13 Literature Review  The implication for managers is that a better understanding of customers, their needs and expectations would assist is bridging the gap in perceptions of customer value. ( Nasution & Mavondo, 2008) 13

14. 14 Conceptual Framework 14 Provision of information Customers’ satisfaction Customers’ perception

15. 15 Procedures of the Study 15 Data analysis Questionnaire design Pre-test Formal study Questionnaire

16. 16 Methodology  Instrument --SurveySurvey 16 Categories Part 1Consumer information Part 2Provision of information Part 3Perception Part 4Satisfaction Part 5Personal information

17. 17 Methodology Data Collection Participants Customers who stay at hotel/B&B in Nantou Questionnaire 500 copies Time 15 minutes Duration 2 months Measurement 5-Likert Point Scale

18. 18 Methodology  Data analysis 18 SPSS version 13.0 Cronbach’s alphaReliability Pearson correlation Examine the relationship among PI, CP & CS Descriptive analysis

19. 19 Thank you for your listening. 19