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題名：學校團膳品質與滿意度之研究--以新北市A高級中學餐廳為例
書刊名：輔仁民生學誌
作者：祝忠明／鄧之卿
作者(外文)：Zhu, Zhong-ming／Teng, Chih-ching
出版日期：2017
卷期：23:1
頁次：頁85-100
主題關鍵詞：學校團膳；產品品質；服務品質；重要度與滿意度；School lunch；Lunch quality；Services quality；Importance and satisfaction
原始連結：連回原系統網址new window
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本研究在了解學校師生對學校團膳產品品質、服務品質重要度與滿意度。研究過程透過文獻探討發展問卷以建構學校團膳產品品質、服務品質與滿意度之理論基礎和架構，經過專家審查後編製為研究問卷。問卷針對新北市A高級中學餐廳所提供國際部800名師生，共發放700份，回收有效問卷共620份，有效回收率為88.57％。得到結論如下：1.學校團膳產品品質、服務品質重要度與滿意度六項構面與30項重要度與滿意度項目描述；2.團膳產品品質、服務品質重視度，不同性別對「用餐環境與器具」、「服務人員」，二個構面存有顯著差異；團膳產品品質、服務品質滿意度，不同性別對「供餐時間」、「餐食品質」等二個構面滿意程度存有顯著差異；3.團膳產品品質、服務品質重視度，不同年齡對「用餐環境與器具」、「整體滿意度」出現15歲以下者得分顯著高於16歲以上者；團膳產品品質、服務品質滿意度，不同年齡「整體滿意度」出現15歲以下者得分顯著高於16歲以上者；整體滿意度之滿意程度與重視程度相符，可見此項構面之認知確實以15歲以下者為最高。
This study is aimed at understanding the quality of school lunches, the importance of catering services quality, and the satisfaction of both teachers and students. The questionnaire has been designed based on literature reviews in order to establish the framework and theoretical basis of school lunch quality, services quality, and satisfaction. The questionnaire has been reviewed by experts before being issued to 800 teachers and students of the Kang Chiao Bilingual School. This study has issued 700 copies of the questionnaire in total and has collected 620 valid ones, making the valid response rate, 88.57％.The following are the study results: (1) The questionnaire includes six aspects of the quality, importance, and satisfaction of lunches and services along with 30 various items describing the importance and satisfaction. (2) Concerning the importance of lunch quality and services quality, participants of different genders show significant differences in terms of 'dining environment and utensils' and 'meal quality.' On the other hand, concerning the satisfaction of lunch quality and services quality, they show significant differences in terms of 'serving time' and 'customer services.' (3) As for the importance of lunch quality and services quality, participants under 15 tend to score higher than those over 16 in terms of 'dining environment and utensils' and 'the overall satisfaction.' On the other hand, concerning the satisfaction of lunch quality and services quality, participants under 15 have significantly higher scores than those over 16 in terms of 'the overall satisfaction.' Since this study obtains similar results in the overall satisfaction' in terms of satisfaction and importance, it concludes that participants under 15 have the best awareness in this aspect.
期刊論文
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3.Gupta, S.、McLaughlin, E.、Gomez, M.(2007)。Guest satisfaction and restaurant performance。Cornell Hotel and Restaurant Administration Quarterly，48(3)，284-298。  new window
4.del Bosque, Ignacio A Rodríguez、Martín, Héctor San、Collado, Jesús(2006)。The Role of Expectations in the Consumer Satisfaction Formation Process: Empirical Evidence in the Travel Agency Sector。Tourism Management，27(3)，410-419。  new window
5.Veloutsou, C.、Gilbert, G. R.、Moutinho, L. A.、Goode, M. M. H.(2005)。Measuring transaction-specific satisfaction in services: Are the measures transferable across cultures?。European Journal of Marketing，39(5)，606-628。  new window
6.Singh, J.(1991)。Understanding the Structure on Consumer Satisfaction Evaluations of Service Delivery。Journal of the Academy of Marketing Science，19(3)，223-244。  new window
7.Lau, P. M.、Akbar, A. K.、Fie, Y. G.(2005)。Service Quality: a Study of the Luxury Hotels in Malaysia。Journal of American Academy of Business，7，46-55。  new window
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10.Spreng, R. A.、Dixon, A. L.、Olshavsky, R. W.(1993)。The Impact of Perceived Value on Consumer Satisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour，6(1)，50-55。  new window
11.Martin, William B.(1986)。Defining What Quality Service Is for You?。Cornell Hotel and Restaurant Administration Quarterly，26(4)，32-38。  new window
12.Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。MIT Sloan Management Review，26(1)，25-43。  new window
13.Høst, Viggo、Knie‐Andersen, Michael(2004)。Modeling customer satisfaction in mortgage credit companies。International Journal of Bank Marketing，22(1)，26-42。  new window
14.Liljander, V.、Strandvik, T.(1994)。Different comparison standards as determinants of service quality。Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior，6，118-132。  new window
15.Bitner, Mary Jo(1990)。Evaluating service encounters: The effect of physical surroundings and employee responses。Journal of Marketing，54(2)，69-82。  new window
16.Juran, J. M.(1986)。A universal approach to managing for quality。Quality Progress，19(8)，19-24。  new window
17.Gronroos, C.(1984)。A Services Quality Model and Its Marketing Implication。European Journal of Marketing，18(4)，36-44。  new window
18.Dedeke, A.(2003)。Service quality: A fulfilment-oriented and interactions-centred approach。Managing Service Quality，13(4)，276-289。  new window
19.Liu, Anna Yuan-an、Shu, Yu-chuan(19990600)。The Impact of Quality of Work Life on Employees' Service Attitude and Customer Satisfaction in Hotel Food and Beverage Departments。觀光研究學報，5(1)，77-85。  new window
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22.Antony, J.、Antony, F. J.、Ghosh, S.(2004)。Evaluating service quality in a UK hotel chain: A case study。International Journal of Contemporary Hospitality Management，16(6)，380-384。  new window
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29.Chu, Raymond K. S.、Choi, Tat(2000)。An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travelers。Tourism Management，21(4)，363-377。  new window
30.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
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32.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
33.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
34.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
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會議論文
1.陳勁甫、陳柏華(2009)。應用IPA模式檢視高雄市無線電台暨衛星派遣計程車之服務品質。中華民國運輸學會九十八年學術論文研討會。臺北：中華民國運輸學會。  延伸查詢new window
研究報告
1.陳堯鈴(2007)。團膳工廠食品安全管制系統建立之輔導計畫。高雄。  延伸查詢new window
圖書
1.趙建民(2002)。餐飲品質管理。台北市：揚智文化。  延伸查詢new window
2.Lehtinen, U.、Lehtinen, J. R.(1982)。Service Quality: A Study of Quality Dimension。Helsinki：Service Management Institute。  new window
3.Zeithaml, V. A.、Bitner, M. J.(2002)。Services Marketing: Integrating Customer Focus across the Firm。McGraw-Hill Companies, Inc.。  new window
4.Oliver, Richard L.(1996)。Satisfaction: A behavioral perspective on the consumer。New York：McGraw Hill。  new window
5.Mitra, A.(1993)。Fundamentals of Quality Control and Improvement。Macmillan。  new window
6.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations Text and Cases。Boston：Allyn & Bacon。  new window
7.Hoffman, K. D.、Bateson, J. E. G.(2001)。Essentials of services marketing: Concepts, strategies and cases。South-Western College Publishing。  new window
8.章樂綺、楊妹鳳、朱佩玲、賀皓宜、曾芬玲(2006)。團體膳食供應與管理實務。臺北：華杏出版股份有限公司。  延伸查詢new window
9.Hill, N.、Self, B.、Roche, G.(2002)。Customer satisfaction measurement for ISO 9000:2000。Oxford：Butterworth-Heinemann。  new window
10.Zeithaml, V. A.(1987)。Defining and relating price, perceived quality, and perceived value。MA：Marketing Science Institute。  new window
圖書論文
1.Oliver, R. L.(2006)。Customer satisfaction research。The Handbook of Marketing Research: Uses, Misuses, And Future Advances。Thousand Oaks, CA：Sage。  new window
 
 
 
 
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