觀光飯店餐飲部門之服務品質與顧客滿意度量表編製之研究

Developing the Scale for Measuring Service Quality and Customer Satisfaction in Hotel Catering Departments

洪麗美(Li-Mei Hung) ； 莊照明(Chao-Ming Chuang) ； 陳春富(Chun-Fu Chen)

《弘光學報》 53期 (2008/08) Pp. 179-198

https://doi.org/10.6615/HAR.200808.53.12

摘要

本研究以觀光飯店餐飲部門之服務品質與顧客滿意度分析作為基礎，主要目的希望能找出服務品質與顧客滿意度的建構因素，據而編制適合餐飲服務業之評量工具。共計有30位受測者接受調查，使用的調查工具包含服務品質方面共33題與顧客滿意度方面共26題陳述的量表。就現有文獻分析、訪談與意見調查所得資料製作量表初稿，再經預試、項目分析、因素分析與信、效度建立等步驟，研究結果顯示服務品質量表可由五個主要因素所組成，包含「整體服務人員之關心度」、「整體之專業能力」、「整體之服務態度」、「額外之附加價值」與「整體服務人員之熱誠度」。另外，顧客滿意度量表也由五個主要因素所組成，包含「環境之舒適度」、「設施之安全」、「飯店之形象」、「食品之新鮮度」與「顧客之感受度」。就效度而言，以內部凝聚性檢驗法，來驗證本量表建構效度之高低，研究結果顯示服務品質量表相關值介於.608與.800之間，顧客滿意度量表相關值介於.636與.848之間，傾向於測量同一心理建構，具建構效度。於服務品質量表的信度方面，得各分量表之Cronbachα值介於.702至.792之間，於顧客滿意度量表的信度方面，得各分量表之Cronbachα值介於.711至.855之間，均達顯著水準。研究發現在未來的發展上，因素分析顯然還有相當廣闊的空間。因此，建議後續研究除對本量表之適用性再行檢驗外，亦可對現況施以增砭，以規劃出更合時宜的觀光飯店餐飲部門服務品質與顧客滿意度之行為模式。

關鍵字

服務業 ； 餐飲部門 ； 服務品質 ； 顧客滿意度

並列摘要

The purpose of the study was to develop the scale for measuring service quality and customer satisfaction based on analysis of service quality and customer satisfaction in hotel catering departments. A total of 30 subjects participated in this study.. They were asked to respond to the questionnaire including 33 items on service quality and 26 items on customer satisfaction. The first draft was made based on literature review, interviewing, and opinion survey. After the steps of pilot test, item and factor analysis, and validity and reliability test, it has been concluded that service quality scale was composed of five important parts: the serving staff’s consideration (3 items), the specialization (3 items), the attitude toward attending to customers(6 items), additional values(3 items), and the serving staff’s enthusiasm(4 items). Customer satisfaction scale was composed of five important parts: the comfortness in the environment (1 item), the safety of facilities (3 items), the image of the hotel (3 items), the freshness of food (4 items), and the feelings customers experience (5 items). In terms of validity,: the construct validity was investigated by internally coherent tests.The correlation coefficients of service quality scales were between .608 and .800, and those of customer satisfaction scales were between .636 and .848. It indicated that items of the scale correlated together. The Cronbachα values calculated from subscales of service quality scales were between .702 and .792. The Cronbachα values calculated from subscales of customer satisfaction were between .711 and .855.All reached significant differences. The future studies can not only retest the applicability of the scale but also develop the behavior models of service quality and customer satisfaction in hotel catering departments

並列關鍵字

Service Industry ； Catering Department ； Service Quality ； Customer Satisfaction

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