- 期刊
舌尖上的美好－米其林指南推薦餐廳三顆星的重量？
The Delicacy to Tickle Your Taste Buds, How to Keep the Pride of Michelin Three Star Restaurant ?
摘要
米其林星級餐廳是餐飲業公認的最高榮譽，本研究針對米其林三顆星中餐廳之研究目的為：（1）連續三年顧客滿意變化；（2）哪些部份讓顧客感到滿意；（3）哪些作為讓顧客感受頂級餐飲服務。以展望理論探討消費者用餐體驗，針對顧客連續三年用餐滿意度問卷做分析。本研究以員工對顧客親發問卷回收，連續在三年間共回收2,601份問卷，以SPSS統計軟體分析，研究結果得知顧客滿意度逐年增加、菜色多樣化與餐點份量為顧客最滿意的部分。本研究發現米其林三顆星的L中餐廳顧客滿意部分與過往研究有顯著差異。訪談高階主管得知，靈活創新是其顧客感受到用餐時物有所值的原因。由於中西式餐飲的差異，本研究建議可在中式米其林餐廳部份做更多深入的研究，可取得更多實務上的建議。
並列摘要
Michelin-starred restaurants are the highest recognized honor in the restaurant industry. The purpose of this study on Michelin 3-starred restaurants is to examine: (1) the change of customer satisfaction for three consecutive years; (2) which parts make customers feel satisfied; and (3) which actions make customers feel they received top-notch restaurant services. The study was conducted to analyze the customer satisfaction questionnaire for three consecutive years. In this study, 2,601 questionnaires were collected for three consecutive years, and analyzed by SPSS statistical software. The results of the study showed that customer satisfaction increased year by year, and the variety of dishes and the quantity of meals were the most satisfying parts. This study found that there were significant differences in the customer satisfaction of the three Michelin-starred L Chinese restaurants compared to previous studies. An interview with a senior executive revealed that flexibility and innovation are the reasons why their customers feel that they are getting value for money when dining. Finally, because of the great differences between Chinese and Western Michelin restaurants, this study suggests more in-depth research be done in different parts as a direction for future research.