本研究以連鎖餐飲業服務品質與顧客滿意度為研究主題，並以顧客角度針對
王品集團旗下餐飲業進行探討。本研究共發放450份問卷，回收440份問卷，回收
問卷中有38份無效問卷，402份有效問卷。透過問卷調查進行實證性分析。經研
究結果顯示：不同背景顧客對服務品質各構面看法大致相同；其中(1)顧客對不
同服務品質之認知方面發現，不同年齡、學歷、平均月所得及服務年資之顧客對
環境及設備安全性構面之看法皆有顯著性差異存在。(2)在顧客對服務滿意度認
知方面發現，不同年齡之顧客對專業與安全性及資訊充足性構面看法有顯著差
異。

In this study, service quality of chain restaurant industry, service recovery and
customer satisfaction are the research topic, and the role of customers to discuss the
WOWPRIME and the Group's catering industry. There were 520 valid questionnaires
out of 540 questionnaires.This study through questionnaire statistics empirical
analysis,and study results showed that: different background of customers, their
viewpoint is same for quality of service; among (1) Customer awareness of different
aspects of the quality of service found that included different age, education, the
average monthly income and the years of work experience of customer ,and their
perception of the environment and security dimensions are significant difference.(2)
In customer satisfaction, awareness of services, customers of different ages and there
are significant differences in safety and professional information in terms of adequate views.