現代人重視休閒旅遊，購物為旅遊的一部份，且旅遊過程中，廁所為必要的一環。本研究以桃園地區購物中心公共廁所為研究範圍，探討遊客對桃園購物中心公共廁所服務品質意象的重要與滿意程度。回收有效問卷共233份。研究發現桃園購物中心公共廁所遊客滿意的是「清潔維護構面」，而「硬體設備構面」、「價格構面」則為次要改善區。研究結果發現：1.到訪桃園購物中心的遊客以成年人為主，且對於桃園購物中心公共廁所的清潔維護很重視，實際到訪體驗後也很滿意。2.遊客對於桃園購物中心公共廁所的硬體設備重視度不高，但體驗後感到滿意，可見購物中心所提供公共廁所硬體設備高於遊客的期待。3.遊客對於桃園購物中心公共廁所的人性化設計不太重視，但體驗後滿意度高，可見購物中心所提供公共廁所人性化設計高於遊客的期待。 Modern people attach great importance to leisure travel. This study takes the public facilities of shopping centers in Taoyuan area as the research object, and mainly uses the IPA analysis method to explore the importance and satisfaction of tourists with the service quality image of public facilities in Taoyuan shopping centers. A total of 233 valid questionnaires were recovered. The research found that the “cleaning and maintenance image dimension” is the most satisfied with public facilities in Taoyuan Shopping Center, while the “hardware equipment image dimension” and “price image dimension” are the secondary improvement areas. The results of the study found that:1. Most of the tourists who visit Taoyuan Shopping Center are adults, and tourists attach great importance to the image of cleanliness and maintenance of public facilities in Taoyuan Shopping Center, and they are also very satisfied after the actual visit experience.2. Tourists don't pay much attention to the hardware equipment of public facilities in Taoyuan Shopping Center, but they are satisfied after experiencing it. It can be seen that the hardware equipment of public facilities provided by the shopping center has exceeded tourists' expectations.3. Tourists don't pay much attention to the humanized design of public facilities in Taoyuan Shopping Center, but their satisfaction is high after the experience. It can be seen that the humanized design of public facilities provided by the shopping mall is relatively complete, which is also higher than the needs of tourists.
