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題名:主題式餐廳服務品質之研究--以淨園機場咖啡休閒農場為例
書刊名:休閒運動健康評論
作者:鍾佩芬張景弘李曄淳 引用關係
作者(外文):Chung, Pen-fenChang, Ching-hungLi, Ye-chuen
出版日期:2012
卷期:3:2
頁次:頁62-77
主題關鍵詞:主題式餐廳服務品質三欄式SERVQUAL量表Theme restaurantService qualityPZBThree-column SERVQUAL scale
原始連結:連回原系統網址new window
相關次數:
  • 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:33
本研究目的為藉由主題式餐廳的服務品質構面與量表,對淨園咖啡進行實證調查,以了解淨園咖啡所提供的服務品質。研究之方法為先蒐集相關文獻,建立主題式餐廳服務品質構面與量表。參考張立人(2004)建立評估咖啡店的問卷,以Parasuraman, Zeithaml, and Berry(PZB)(1994)建構的三欄式SERVQUAL量表衡量法,設計淨園咖啡服務品質滿意度問卷,包括五大構面、十六個題項,以便利抽樣的方式進行問卷發放。資料處理係利用描述性統計整理出人口統計變項分佈情形、平均數分析法了解問卷中五大構面、十六個題項的得分狀況。問卷共發放206份,扣除填答不完整與無效問卷18份,有效問卷為188份。有效問卷比例為91%。研究結果發現,淨園咖啡在五大構面、十六個題項的消費者實際感受,皆落在消費者最低能接受水準至期望水準之間,表示淨園咖啡可滿足消費者需求。但在五大構面中消費者的實際感受上,以反應性得分最低、可靠性最高。十六個題項中以「對您特殊的要求立即回應」得分最低,「用餐區域舒適且吸引人」得分最高。在這樣的研究結果下,結論是目前淨園咖啡皆能滿足消費者期望,透過問卷能理解淨園咖啡目前優勢,可以優勢延伸的方式經營,並透過服務人員再教育的方式,加強員工訓練以期超越消費者預期。
The purpose of this study was to explore service quality of Jing-Yuan café. Three-column SERVQUAL questionnaire was applied. There were sixteen measurement items designed in this questionnaire. 206 variable questionnaires had been distributed and 188 valid (91%) questionnaires achieved. The findings revealed that the scores of customers' perceptions on five dimensions and sixteen measurement items were felt into the range between the lowest acceptable expectation level and superior expectation level. This showed that Jing-Yuan café provided satisfied services. However, responsiveness dimension did not fall into the range lower than the acceptable expectation level. In contrast, reliability dimension presented the best dimension, which was the highest score, out from the other dimensions. Managerial implication was concluded.
期刊論文
1.Childress, R. D.、Cromption, J. L.(1997)。A comparison of alternative direct and discrepancy approaches to measuring quality of performance at a festival。Journal of Travel Research,24(2),43-57。  new window
2.Heung, V. C. S.、Wong, M. Y.、Qu, H.(2000)。Airport-restaurant Service Quality in Hong Kong。Cornell Hotel and Restaurant Administration Quarterly,41(3),86-96。  new window
3.Lewis, B. R.、Mitchell, Vincent W.(1991)。Defining and Measuring the Quality of Customer Service。Marketing Intelligence & Planning,8(6),11-17。  new window
4.Baker, D. A.、Fesenmaier, D. R.(1997)。Effect of Service Climate on Managers' and Employees' Rating of Visitor' Service Quality Expectations。Journal of Travel Research,36(1),15-21。  new window
5.Liljander, Veronica、Strandvik, Tore(1993)。Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value。International Journal of Service Industry Management,4(2),6-28。  new window
6.Lovelock, C.(1977)。Concepts and Strategies for Health Marketers。Hospital and Health Services Administration,22,50-62。  new window
7.Plymire, Jerry(1991)。Complaints as opportunities。Journal of Consumer Marketing,8(2),39-43。  new window
8.Stevens, P.、Knutson, B.、Patton, M.(1995)。DINESERV: A Tool for Measure Service Quality in Restaurant。The Service Industries Journal,18(4),66-86。  new window
9.Ryan, C.、Cliff, A.(1997)。Do Travel Agencies Measure Up to Customer Expectation? An Empirical Investigation of Travel Agencies' Service Quality as Measured by SERVQUAL。Journal of Travel & Tourism Marketing,6(2),1-31。  new window
10.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。  new window
11.Fick, Gavin R.、Ritchie, J. R. Brent(1991)。Measuring Service Quality in the Travel and Tourism Industry。Journal of Travel Research,30(2),2-9。  new window
12.Dabholkar, Pratibha A.、Shepherd, C. David、Thorpe, Dayle I.(2000)。A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through A Longitudinal Study。Journal of Retailing,76(2),139-173。  new window
13.Taylor, Steven A.、Baker, Thomas L.(1994)。An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions。Journal of Retailing,70(2),163-178。  new window
14.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
15.Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。  new window
16.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。  new window
17.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。  new window
18.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
19.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
20.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
21.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
22.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
學位論文
1.陳盈戎(2003)。大專學生對於咖啡連鎖店服務品質的期望與實際知覺程度差異之研究(碩士論文)。屏東科技大學。  延伸查詢new window
2.夏翊倫(2000)。運用期望容忍區間探討優良商店認證餐廳服務品質(碩士論文)。東海大學。  延伸查詢new window
3.張立人(2004)。運用容忍區間探討餐飲服務品質-以台中市星巴克咖啡連鎖店為例(碩士論文)。東海大學。  延伸查詢new window
圖書
1.Worsfold, P.、Jameson, S.(1991)。Human resource management, a response to change in the 1990s。New York:Cassell Educ。  new window
 
 
 
 
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