團膳業食品品質與服務品質之顧客滿意度探討－以中央廚房及學校自立廚房為例

The Study of Food and Service Quality on Consumer Satisfaction for Group Meal Industry-Case of Central Kitchen and School Self-Sustaining Kitchen

王瑞琪(Jui-Chi Wang) ； 陳義文(Yi-Wen Chen) ； 王煜翔(Yu-Xiang Wang)

《北商學報》 25&26期 (2014/07) Pp. 1-27

摘要

為了學童的健康與食品安全，各縣市政府莫不積極重視學童午餐的品質與安全，因此提升食品品質及服務品質是團膳業者維繫顧客滿意度的主要關鍵因素。本研究以新北市及桃園縣市使用學校午餐之國、高中生與教職員及駐校團膳相關業者為研究對象，採用前測及正式問卷發放方式收集樣本，以t檢定和變異數分析來探討不同供膳地點及不同消費族群對顧客滿意度是否有顯著差異，並以迴歸分析探討食品品質及服務品質對顧客滿意度是否有顯著影響。本研究共發出500份問卷，回收496份，回收率為99.2%，扣除無效問卷19份後，有效問卷達477份，有效回收率為95.4%。經由統計結果分析得到以下結論：一、學校自立廚房供餐方式之顧客滿意度高於中央廚房供餐方式之顧客滿意度；二、不同消費族群對於顧客滿意度有顯著的差異；三、關於對顧客滿意度的影響，在同時考量食品品質及服務品質下，只有食品品質對顧客滿意度有顯著影響。此研究希望能提供給團膳業者未來在制定公司政策及目標之方向，並且提供教育單位未來規劃學童午餐，可有參考依據。

關鍵字

團膳業 ； 食品品質 ； 服務品質 ； 顧客滿意度

並列摘要

Taiwan government has put much effort on improving the quality and safety of meals in all schools to ensure the students' health and well-being. The quality of food and services are key to the customer satisfaction for group meal industry. The subjects of this study include the providers of group meals in residence, the students and faculties in the junior and senior high schools in New Taipei City, Taoyuan County, and Taoyuan City who eat school lunches. Samples are collected via questionnaires, and are analyzed by SPSS12.0. ANOVA and t test are used to show whether customer satisfaction are significantly affected by the locations that provide meals and the occupations of the customers. Regression analysis, on the other hand, shows that whether the quality of food and services causes significant effects on customer satisfaction. With 500 questionnaires issued and 496 collected, the response rate reaches 99.2%. The number of valid questionnaires is 477 (19 ones are invalid due to multiple submission and incompletion), which means the effective response rate is 95.4%. The result of statistical analysis are as follows: (1) the way that a school self-sustaining kitchen provides higher level of customer satisfaction than a central kitchen; (2) different occupations do have different level of customer satisfaction significantly; and (3) in simultaneously considering the impacts of quality of food and quality of service on customer satisfaction, only quality of food has a significant impact on customer satisfaction. This study is to give group meal providers a direction while making their company policies; and hopefully to become a reference material for educational institutes to arrange school meals.

並列關鍵字

group meal industry ； quality of food ； quality of services ； customer satisfaction