百貨公司美食街服務品質與消費者滿意之相關性研究

A Study of the Service Quality and Consumer Satisfaction in a Department Store's Food Court

吳怡德(Yi-Te Wu)

《興國學報》 13期 (2012/01) Pp. 109-123

https://doi.org/10.29950/JHKUM.201201.0008

摘要

隨著時代的演進，民眾對於百貨公司除了要求商品品質的水準之外，對於店中提供生活機能方便性的要求也大幅提升，因此促使百貨公司開始進行多元化經營，許多較大規模的百貨公司紛紛設立豪華美食街、超市、烘焙店或咖啡吧，甚至大型餐廳，以方便消費者滿足一次購物。本研究以 Stevens，Knudsen及Patton（1995）三人所提出之“DINESERV＂衡量表為基礎，經修正後發展出百貨公司美食街顧客滿意度調查量表，並以南部某百貨公司為對象進行實證研究，透過問卷調查顧客對百貨公司美食街服務品質的評價，瞭解顧客知覺的績效與消費前期望之落差，發展適合百貨公司美食街顧客滿意度的評量構面，進而分析各項構面對整體滿意度的影響效果，比較不同個人特質的顧客在整體滿意度上的差異，並且提出具體 的研究結論與建議，以作為改善百貨公司美食街顧客滿意度之參考。

關鍵字

美食街 ； 服務品質 ； 顧客滿意

並列摘要

With the evolution, people not only request goods' quality standards in the department stores, but also request the stores provide for the convenience of life and functional requirements, having increased dramatically. Therefore, department stores began to promote diversification and many large-scale department stores have established luxurious food court, supermarket, bakery, or coffee bar, or even large-scale restaurant, for consumers to meet consumers' one-time purchasing. In this study, Stevens, Knudsen and Patton (1995), they proposed ”DINESERV” table-based measure, as amended, the development of a department store's food court customer satisfaction survey scales. We chose a southern department store in this empirical research in order to survey customers through department stores, food court, service quality evaluation, understanding of customer perception of performance and consumer expectations of the gap in order to develop the department stores' food court for assessment of customer satisfaction dimensions, and then analyzing the face of the structure the impact of overall satisfaction results, compare different personal characteristics of customers in the differences in overall satisfaction, and make specific findings and recommendations to improve department store's food court customer satisfaction as a reference.

並列關鍵字

food court ； service quality ； customers' satisfaction

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