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研究生:黃鈺淳
研究生(外文):Huang, Yuchun
論文名稱:國際會議餐飲服務品質對滿意度之影響
論文名稱(外文):The Effect Of Foodservice Quality On Satisfaction At International Conference.
指導教授:魏玉萍魏玉萍引用關係
指導教授(外文):Wei, Yuping
口試委員:劉元安姜淳方魏玉萍
口試委員(外文):Liu, YuananChiang, ChunfangWei, Yuping
口試日期:2012-06-25
學位類別:碩士
校院名稱:中國文化大學
系所名稱:觀光事業學系
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:130
中文關鍵詞:國際會議餐飲服務品質服務品質當地飲食文化體驗滿意度
外文關鍵詞:conventionfoodserviceservice qualitylocal food experiencesatisfaction
相關次數:
  • 被引用被引用:1
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  • 評分評分:
  • 下載下載:33
  • 收藏至我的研究室書目清單書目收藏:0
在國際會議中,餐飲服務品質除了提供基本的功能之外,亦成為與會者事後回憶的一部份,會議規劃者在餐飲安排上必須針對與會者身分以及其國際會議特殊性進行規畫考量,本研究旨在探討國際會議餐飲服務品質,並了解國際會議餐飲服務品質表現對國際會議餐飲服務滿意度之影響。

本研究透過文獻回顧、專家效度調查、前測調查、預試調查以及正式調查了解國際會議餐飲服務品質,調查對象為產業及學術界專家學者以及過去一年內曾參與國際會議之與會者,研究中使用描述性統計分析受訪者基本資料以及餐飲服務品質重視程度與表現程度,並以信效度分析檢驗量表信效度、以相關分析與探索性因素分析精簡題項,最後以驗證性因素分析驗證量表,並透過迴歸分析檢視國際會議餐飲服務品質對餐飲服務滿意度之影響,研究結果建立信效度良好之國際會議餐飲服務品質量表,共計四個構面,依序為「食物品質」、「服務品質」、「環境品質」以及「當地飲食文化體驗」,總計43題,各構面對於餐飲服務滿意度均具有正向顯著影響,其中以「服務品質」以及「當地飲食文化體驗」對於滿意度之影響為最大。

At the international conference, foodservices not only provide basic functionality, but also become a part of memory to the participants. Meeting planners must be considered the attendees’ needs and conferences features to plan a food function for the international conference. The purposes of this study are exploring the foodservice and the effect of foodservice quality on satisfaction at an international conference.

In this study, according to literature review, expert validity survey, pre-test, pilot test and formal survey to establish the foodservice of international conference. Target sample for this study was industry experts, academic scholars, and attendees has been involved an international conference in the past year. Descriptive statistical analysis was used to explore the basic information of the respondents, and reliability and validity analysis were used to test the scale. For simplify the items, correlation analysis and exploratory factor analysis were used, and the confirmatory factor analysis was used to verify the scale. Last, regression analysis was used to explore the effect of foodservice quality on satisfaction at the international conference. The results establish acceptable reliability and validity of foodservice scale. There are four dimensions with 43 items of the scale, and four dimensions are “food quality”, “service quality”, “environment quality” and “local food experience”. All four factors effect satisfaction positively and significantly, and the key factors are “service quality” and “local food experience”.

中文摘要 ......................iii
英文摘要 ......................iv
誌謝辭  ......................v
內容目錄 ......................vi
表目錄  ......................viii
圖目錄  ......................x
第一章  緒論....................1
  第一節  研究背景與動機.............1
  第二節  研究問題與目的.............4
  第三節  研究範圍與對象.............7
  第四節  研究流程................8
第二章  文獻回顧..................9
  第一節  國際會議................9
  第二節  餐飲服務品質..............16
  第三節  會議餐飲服務特性............31
  第四節  餐飲服務品質對滿意度之影響.......34
第三章  研究設計..................38
  第一節  研究架構................38
  第二節  研究假設................39
  第三節  操作性定義...............42
  第四節  問卷設計................45
  第五節  抽樣設計................56
  第六節  資料分析方法..............57
  第七節  預試結果................60
第四章  結果與討論.................65
  第一節  國際會議餐飲服務品質量表........65
  第二節  國際會議餐飲服務品質對滿意度之影響...83
第五章  結論與建議.................87
  第一節  結論..................87
  第二節  研究建議................89
  第三節  研究限制................93
參考文獻 ......................94
附錄A  專家效度問卷................105
附錄B  專家效度調查結果..............112
附錄C  前測問卷..................117
附錄D  預試問卷..................122
附錄E  正式問卷..................126
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