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研究生:陳宏明
研究生(外文):Chen,Hung-Ming
論文名稱:連鎖餐飲業服務品質與顧客滿意度之研究-以王品餐飲集團為例
論文名稱(外文):A Study of Service Quality and Customer Satisfaction for Chain Restaurant Industry - A Case of Wowprime Restaurant Group
指導教授:劉祥泰
指導教授(外文):Liu,Shiang-Tai
口試委員:王榮祖
口試委員(外文):Wang,Rong-Tsu
口試日期:2014-06-09
學位類別:碩士
校院名稱:萬能科技大學
系所名稱:經營管理研究所在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:87
中文關鍵詞:服務品質服務補救顧客滿意度
外文關鍵詞:Service QualityService RecoveryCustomer Satisfaction
相關次數:
  • 被引用被引用:9
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  • 下載下載:331
  • 收藏至我的研究室書目清單書目收藏:1
我國連鎖餐飲業已邁入蓬勃發展之路,其規模型態亦日趨擴大,尤以王品集團最為眾人所知且其經營以顧客滿意為出發點,又目前消費者意識逐漸高漲,然而民眾對於餐廳用餐已非僅為裹腹的需求,同時亦需滿足視覺、體驗、新奇、享受等訴求,所以顧客對於消費感受已提升其自我滿足程度,因此顧客對於購買商品或是體驗服務之滿意程度已與過去時代有所差異。
本研究以連鎖餐飲業服務品質、服務補救與顧客滿意度為研究主題,並以顧客角度針對王品集團旗下餐飲業進行探討,透過問卷調查進行實證性分析。經研究結果顯示:不同背景顧客對服務品質各構面看法大致相同;其中(1)顧客對不同服務品質之認知方面發現,不同年齡、學歷、平均月所得及服務年資之顧客對環境及設備安全性構面之看法皆有極顯著性差異存在。(2)在顧客對服務滿意度認知方面發現,不同年齡之顧客對專業與安全性及資訊充足性構面看法有顯著差異。(3)顧客對服務失誤所持的態度不同年齡、平均月所得、服務年資、用餐次數分別對「服務人員態度不佳」之服務失誤有顯著差異存在。(4)顧客對服務補救策略偏好差異方面發現,不同學歷、服務年資之顧客對於服務人員未重視顧客的權益的服務失誤補救策略具顯著性差異。(5)顧客對不同類型服務失誤及其服務補救策略滿意度分析發現,各變項之間分別有顯著性強度不同的差異情況。

Catering industry has been flourished well little by little in our country, the pattern also more and more expanded gradually. Especially, WOWPRIME’s management is famous for customer satisfaction . At present, conscious of consumers rise gradually. However, everybody go to restaurant is not only eat but also need to satisfy sense of sight, experience, curious and enjoyment and so on.The experience for the consumer has upgraded its degree of self-satisfaction, therefore, it’s different to buy commodity or experience of service satisfaction at past.
In this study, service quality of chain restaurant industry, service recovery and customer satisfaction are the research topic, and the role of customers to discuss the WOWPRIME and the Group's catering industry. This study through questionnaire statistics empirical analysis,and study results showed that: different background of customers, their viewpoint is same for quality of service; among (1) Customer awareness of different aspects of the quality of service found that included different age, education, the average monthly income and the years of work experience of customer ,and their perception of the environment and security dimensions are significant difference.(2) In customer satisfaction, awareness of services, customers of different ages and there are significant differences in safety and professional information in terms of adequate views.(3) The attitudes held by customers on service failures to different age, average monthly, income, years of service, meal times on the "poor staff attitude" have significant differences in the presence of service failures. (4) Customer preference for service recovery strategies difference aspects, customers of different qualifications, years of work experience of the staff did not pay attention to the interests of the customer service failure recovery strategies have significant differences. (5) Different types of service failures for customer and it’s service recovery strategies satisfaction analysis found that there were significant differences in the intensity of the situation.

摘 要 I
ABSTRACT II
誌 謝 III
目 錄 IV
表目錄 VI
圖目錄 IX
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 2
1.3研究流程 3
第二章 文獻探討 4
2.1連鎖餐飲業之發展與定位 4
2.2 服務品質 7
2.3顧客滿意度 10
2.4服務失誤 11
2.5服務補救 13
第三章 研究設計 15
3.1研究架構 15
3.2變數定義 17
3.3研究假設 18
3.4 抽樣方法 19
3.5 問卷設計 19
3.6資料分析方法 21
第四章 統計結果分析與討論 24
4.1敘述統計 24
4.2量表信度與效度分析 26
4.2.1信度分析 26
4.2.2效度分析 26
4.3 因素分析 27
4.4 變異數分析與SCHEFFE多重比較 30
4.4.1顧客對服務品質之認知 30
4.4.2 顧客對服務滿意度之認知 32
4.4.3 顧客對服務失誤所持的態度 35
4.4.4 顧客對服務補救策略偏好差異 45
4.4.5 顧客對不同類型服務失誤及其服務補救策略滿意度分析 58
4.5小結 71
第五章 結論與建議 72
5.1結論 72
5.2 建議 76
參考文獻 77
附 錄 80
中文文獻
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英文文獻
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