主題餐廳消費者對料理創新、服務專業、環境美化指標之服務品質之研究

The research of customers’ reception for cuisine innovation, service specialty, and landscaping on theme restaurants

關保祐(Pao-Yu Kuan) ； 林源明(Yuan-Ming Lin) ； 王月鶯(Yueh-Ying Wang)

《運動與觀光研究》 4卷2期 (2015/12) Pp. 30-44

https://doi.org/10.6198/Sports.2015.4(2).30-44

摘要

本研究主要探討前往主題餐廳消費之消費者，對於主題餐廳之料理創新、服務專業與環境美化三項服務品質指標之感受研究。本研究利用結構式問卷進行消費者之訪查，並分析料理創新與環境美化兩項服務品質指標是否對服務專業指標具有顯著之影響。本研究採簡單隨機抽樣之方式，以曾到訪過主題餐廳消費之消費者作為研究對象。預試共發放50 份問卷，回收有效問卷46 份，有效問卷回收率92.0%；正試共發放500 份問卷，回收有效問卷460 份，有效問卷回收率92.0%。研究結果顯示料理創新與環境美化兩項服務品質指標均會對服務專業指標產生顯著之影響，研究者依據研究之分析結果提出四點建議，分別為：一、主題餐廳應首重環境整潔與衛生，加強內外場之清潔並定時巡視。二、注意食材採購來源，盡可能選用健康在地食材。三、落實第一線接觸消費者之服務人員的教育訓練，加強基本危機處理能力。四、建構標準化服務流程，確立較具一致性之服務體驗。

關鍵字

主題餐廳 ； 服務品質 ； 料理創新 ； 服務專業 ； 環境美化

並列摘要

The purpose of this study was to understand the customers’ reception for cuisine innovation, service specialty, and landscaping on theme restaurants. The using data for this study were collected by the structured questionnaires and analyzed the cuisine innovation and landscaping could forecast significantly the service specialty. The researcher adopted the simple random sampling, and the subjects of the study were the customers who had ever been the theme restaurants. Based on the surveyed-questionnaire method, there were 50 questionnaires issued and retrieved in pre-test, and 46 of them were valid. The valid response rate is 92.0%, and there were 500 questionnaires issued and retrieved in formal test, and 460 of them were valid. The valid response rate is 92.0%. The research results were that the two indices of cuisine innovation and landscaping will bring significant effects for service specialty. According the results, the researcher proposed four suggestions for the operators of the theme restaurants. The suggestions for the operators of the theme restaurants showed as follows: 1. The theme restaurants should place importance on immaculacy and hygiene, and to strengthen the hygiene of dine area and kitchen and inspect in regular schedule. 2. To attend to the origin of the cuisine ingredients, and as far as possible to choose the local cuisine ingredients. 3. To earnestly implement the education training for the basic level service staffs, and enhance the ability of basic crisis management. 4. To build the standard service processes, and establish the more consistent experiences.

並列關鍵字

Theme restaurant ； service quality ； cuisine innovation ； service specialty ； landscaping