因近年來連鎖咖啡店在台灣掀起一股熱潮，在開店的考量上，以人們消費的方便性為最大的考量，開店的據點以熱鬧的三角窗以及人潮眾多的地點為主，讓人們可以找個地方輕鬆一下的喝個咖啡，所以真的去外面喝咖啡有比較好喝還是只是所謂的氣氛所影響，而連鎖咖啡店的服務人員的服務態度也佔了一大重要因素之一；假如服務品質不好，可能這位顧客只會來跟你消費一次而已，在加上一些促銷的策略，使得連鎖咖啡店的競爭非常激烈，所以業者要有一定的競爭力，可以從服務品質與顧客滿意度著手，進而滿足顧客的需求，來提高顧客滿意度及顧客忠誠度的策略方針，而服務業的管理也比其他產業來的困難，所以難度也較高，且企業要永續經營，必須不斷的提高顧客滿意度，且維持原來的顧客群與拓展新的顧客群將是一大難題。

The coffee shop chain-stores are popular recently in Taiwan. Most locations of the coffee shop chain-stores are accessibility and comfortable to provide customers convenient services. However, besides the locations of accessibility and comfortable, several factors such as the attitudes of waiters and waitress are also important to enhance customer satisfaction on the coffee shop chain-stores. The purpose of this research is to explore the important factors that affect the customer satisfaction. The survey of consumers is applied to figure out these important factors. And then, the business managers of the coffee shop chain-stores can enhance customer satisfaction according to these key factors.