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題名:複合式餐飲連鎖店服務品質與顧客滿意度之研究--以臺南地區為例
書刊名:真理觀光學報
作者:郭芳琪
作者(外文):Kuo, Fang-chi
出版日期:2004
卷期:2
頁次:頁59-87
主題關鍵詞:複合式餐飲連鎖店服務品質顧客滿意度Complex restaurant franchiseService qualityCustomer satisfaction
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:0
  • 點閱點閱:268
近幾年來在外用餐之人口有逐年增加的趨勢,而且隨著顧客消費水準及休閒概念的提升,因此複合式餐飲連鎖店如雨後春筍的林立,而且專業的服務與產品的品質、滿足顧客的需求將成爲複合式餐飲連鎖店經營成敗的關鍵。本研究旨在於探討複合式餐飲連鎖店服務品質與顧客滿意度之影響因素,分析服務品質與滿意程度的多寡及相關性;或許透過此研究可作爲業者在日後行銷策略上的參考。本研究將以問卷調查研究方式,將所有複合式餐飲連鎖店爲施測主體,採用便利抽樣,而以台南縣市社會大眾爲研究對象,進行抽樣調查。並使用次數、百分比、平均數、標準差、因素分析、相關分析、獨立樣本t檢定分析及單因子變異數(One-Way ANOVA)分析,以α檢定數值爲0.05以SPSS 10.1 for windows進行統計考驗。研究結果顯示: 一、因素分析服務品質因素構面爲「服務能力」、「舒適服務」;顧客滿意度因素構面爲「環境衛生」、「餐點配置」。 二、複合式餐飲連鎖店之「服務品質」與「顧客滿意度」變數間以皮爾森相關係數(Pearson Correlation Coefficients)表示之問的相關程度,在「服務品質」與「顧客滿意度」「之因素呈現顯著正相關。 三、獨立樣本t檢定分析性別在「服務品質」二個構面上,結果呈現達顯著水準;在「顧客滿意度」二個構面上,結果未達顯著水準。 四、單因子變異數分析不同顧客教育程度在「服務品質」之構面「服務能力」及「顧客滿意度」之構面「餐點配置」達顯著水準。
The trend that population dined out in the last few years have to increase year by year, and consume level and leisure concept increase by customer. Thus, complex restaurant franchise goes to grow profusely and quickly like a forest. Also, professional service, quality of product and satisfy of customer need and want will be the key point of success or failure in complex restaurant franchise. The purposes of this article were to understand the service quality situation, looked for factor effect service quality, and explored the relation between service quality and customer satisfaction in chain of compound style restaurant. The research was used questionnaire to investigate customer satisfaction and analyzed data from SPSS 10.1 for windows. The results were expressed. by frequency, percentage, standard deviation, average analysis, factor analysis, correlation analysis, t-test and One-Way ANOVA analysis, α=0.05. The results of this study were as follow: 1. The dimension of factors of service quality were “service ability” and “comfortable service”; the dimension of factors of customer satisfaction were “environment sanitation” and “meals design”. 2. Pearson Correlation Coefficients were utilized to demonstrate the relationship between every variance. The factors of “service quality” and “customer satisfaction” were apparently positive related. 3. Under t-test analysis, the dimension of factors of service quality were “service ability” and “comfortable service”, there was significant difference of gender difference. The dimension of factors of customer satisfaction was no significant difference of gender difference. 4. All variances operated by One-Way ANOVA in the area of the factors of service quality and customer satisfaction indicated that education difference in “service ability” and “meals design” was significant difference; another factors were no significant difference.
期刊論文
1.林公孚(20010500)。做好顧客滿意度的方法。品質月刊,37(5),86-88。  延伸查詢new window
2.Anderson, E. W.、Class, F. N.、Roland, T. R.(1997)。Customer satisfaction, productivity, and profitability: Difference between goods and services。Marketing Science,16(2),129-145。  new window
3.Bitner, Mary Jo、Booms, Bernard H.、Mohr, L. A.(1994)。Critical service encounter: The employee's viewpoint。Journal of Marketing,58(5),95-106。  new window
4.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality。Journal of Marketing,52(3),35-48。  new window
5.楊錦洲(19930100)。服務品質的探討。品質管制月刊,29(1),20-26。  延伸查詢new window
6.Hart, C. W.、Johnson, M. D.(1999)。Growing the Trust Relationship。Marketing Management,8(1),8-19。  new window
7.Woodruff, R. B.(1993)。Developing and Applying Consumer Satisfaction Knowledge: Implications for Future Research。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,6,1-11。  new window
8.Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。MIT Sloan Management Review,26(1),25-43。  new window
9.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。  new window
10.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
11.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
12.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
13.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。  new window
會議論文
1.孫路弘(1998)。複合經營模式於餐飮業之應用。第三屆餐飲管理學術研討會。台北:中國飮食基金會。122-128。  延伸查詢new window
研究報告
1.Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。  new window
學位論文
1.鄭秀香(2001)。台北市咖啡連鎖店顧客滿意度之研究(碩士論文)。中國文化大學。  延伸查詢new window
2.梁雯玟(2001)。顧客導向、服務補償與服務品質之關係研究:以國際觀光旅為實證(碩士論文)。國立成功大學。  延伸查詢new window
3.連佳振(1997)。素食餐廳市場區隔與顧客滿意度之研究--以人道素食連鎖餐廳為例(碩士論文)。中國文化大學。  延伸查詢new window
4.劉建町(2001)。中式高級餐廳顧客滿意度之研究(碩士論文)。中國文化大學。  延伸查詢new window
5.蘇武龍(2000)。住院服務品質與病患滿意度之探討--以成大、奇美醫院為例(碩士論文)。國立成功大學。  延伸查詢new window
6.李英瑋(2001)。國內綜合型運動網站使用者滿意度之研究(碩士論文)。國立臺灣師範大學。  延伸查詢new window
圖書
1.高秋英(1999)。餐飮管理:理論與實務。台北:揚智。  延伸查詢new window
2.邱義城(2002)。連鎖好創業。臺北:寶瓶文化事業有限公司。  延伸查詢new window
3.衛南陽(1997)。顧客滿意學。台北:牛頓。  延伸查詢new window
4.日本能率協會、劉滌昭(1994)。顧客滿意度測量手法。臺北:中國生產力中心。  延伸查詢new window
5.黃俊英(1996)。行銷研究。華泰書局。  延伸查詢new window
6.Mitra, A.(1993)。Fundamentals of Quality Control and Improvement。Macmillan。  new window
7.Zeithaml, Valarie A.、Binter, Mary Jo(1996)。Service Marketing。McGraw-Hill。  new window
8.Gay, L. R.(1996)。Educational research: Competencies for analysis and application。Merrill, Prentice Hall。  new window
9.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
 
 
 
 
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