連鎖餐飲業服務品質與顧客滿意度之研究-以王品集團為例

A Study of Service Quality and Customer Satisfaction for Chain Restaurant Industry- A Case of Wowprime Restaurant Group

聶方珮(Fang-Pei Nieh) ； 邱誌偉(Chih-Wei Chiu) ； 陳宏明(Hung-Ming Chen)

《服務業管理評論》 13期 (2015/12) Pp. 32-51

摘要

本研究以連鎖餐飲業服務品質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。本研究共發放450份問卷，回收440份問卷，回收問卷中有38份無效問卷，402份有效問卷。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。

關鍵字

連鎖餐飲業 ； 服務品質 ； 顧客滿意度

並列摘要

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. There were 520 valid questionnaires out of 540 questionnaires. 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.

並列關鍵字

Chain Restaurant Industry ； Service Quality ； Customer Satisfaction