臺灣博碩士論文加值系統

隨著生活水準的提升，顧客愈來愈重視服務品質。精實服務的最終目標，如同企業實施全面品質管理，乃在尋求如何滿足顧客的需求，進而創造滿意的顧客。然而企業在五花八門且瑣碎繁雜的服務項目中，如何知悉顧客真正的聲音，亦即如何有效的發掘顧客所需的關鍵服務因素。
對任何企業而言，滿足顧客的需求，使顧客滿意，是業者經營企業的重要課題。然而有許多研究指出，顧客滿意度越高會提升顧客忠誠度，而顧客忠誠度的提升則有助於業者創造利潤及促進公司成長。因此本研究的主要目的，為有效的掌握顧客忠誠度，將會是企業持續成長的一股強大助力，而瓦城泰統集團的顧客忠誠度，是否會藉由消費者體驗該店精實服務下的餐飲與服務品質後，反映在顧客滿意度上，進而影響顧客忠誠度。
本研究以瓦城泰統集團消費者為調查對象，進行問卷調查，並使用SPSS 21.0做為主要分析工具，研究發現對精實服務對於顧客滿意度具有有直接正相關，顧客滿意度對於顧客忠誠度具有顯著的正向影響，精實服務對於顧客忠誠度具有顯著的正向影響。本研究發現，藉由精實服務，站在顧客角度，以顧客的需求出發，有效實施精實服務管理，方可實質提高顧客滿意度及顧客忠誠度。

Owing to the increase of living standards, customer emphasis service quality more and more.As with the implementation of total quality management by enterprises, the ultimate goal of Lean Service is to identify ways to Customer Satisfaction needs, thereby helping to create satisfied customers. However, given the complex, fragmented range of service items that an enterprise is usually involved in providing, the question of how an enterprise can find out what cllstomers really feel, or in other words how it can effectively identify the key service factors needed by customers, is an important issue.
For industries, how to satisfy customers’ requirement and satisfaction becomes one of the essential issues in modern corporate operation management. Many investigations suggest that Customer Loyalty will be affected by Customer Satisfaction and Customer Loyalty will help manager to get more high profit and corporate growth. Therefore this research's main purpose, Is to show that an effective grasp on Customer Loyalty, will be a formidable boost through which the enterprise will grow continually, but Customer Loyalty in the TTFB, depends on, whether by the consumer’s experience of the shop and catering service quality , Is reflected in Customer Satisfaction, then Customer Loyalty has an impact.
In this study of the TTFB Group consumer survey, conducted surveys and analysis using SPSS21.0 as the primary tool. This study identifies that Lean Service can directly affect Customer Satisfaction and Customer Loyalty. Customer Satisfaction can directly affect Customer Loyalty. Lean Service can indirectly affect Customer Loyalty by Customer Satisfaction. Consequently, If chain restaurant want to raise profit by increasing Customer Loyalty, they have to increase service quality and Customer Satisfaction. The study found With Lean Service, must stand in the customer point of view, to the customer's needs, the effective implementation of Lean Service Management, and to improve Customer Satisfaction and Customer Loyalty before the substance.

中文摘要 I
ABSTRACT II
謝 誌 III
目 錄 IV
表目錄 VI
圖目錄 VIII
第壹章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 2
第四節 研究範圍與對象 3
第五節 研究流程 3
第貳章 文獻探討 6
第一節 瓦城泰統集團 6
第二節 精實服務 9
第三節 顧客滿意度 24
第四節 顧客忠誠度 30
第五節 各變項間的影響關係 34
第參章 研究方法 37
第一節 研究架構和假設 37
第二節 研究變項之定義和衡量 38
第三節 問卷設計 39
第四節 資料分析方法 43
第肆章 研究分析與討論 45
第一節 次數分配 45
第二節 敘述性統計 48
第五節 相關分析 59
第六節 迴歸分析 61
第七節 變異數分析 64
第伍章 結論與建議 69
第一節 研究發現 69
第二節 研究結論 69
第三節 管理實務的內涵 70
第四節 研究限制及未來建議 70
參考文獻 72
附 錄 81

一、 中文文獻
(甲) 期刊
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(丙)碩博士論文
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