消費者對咖啡連鎖店服務品質之研究－以85°C為例

The Study on Service Quality of Customers in Coffee Chain Stores-A Case Study of 85℃

李志偉(Chih-Wei Li) ； 宋佩佳(Pei-Jia Song)

《全球運動與休閒管理期刊》 4卷1期 (2021/03) Pp. 29-35

https://doi.org/10.6616/GSRM.202103_4(1).0003

摘要

服務品質是人們生活中重要的一環，因為品質可以影響我們做選擇。本研究目的以85°C為研究目標來探測服務品質之概況。本研究共發出400份問卷，有效問卷為344份，有效問卷回收率86%。所得研究結果如下：就消費者而言「本店人員總是樂意幫助客戶」最在意；其次是「本店人員不會太忙而無法立即提供服務」；最後是「本店服務人員儀表看起來具吸引力」。此篇研究希望能提供給業者作為後續之參考。

關鍵字

85°C ； 咖啡店 ； 服務品質

並列摘要

Service quality is a significant part of people's life, since it can determine what we can choice. The purpose of this research is to understand the service quality of customers to the 85°C. A total of 400 questionnaires were distributed for customers and 344 valid questionnaires were returned (resulting 86% percentage of response rate). The main findings were as following: For consumers, the care most is 'Employees of coffee shop are always willing to help you'. Secondly, 'Employees of coffee shop are never too busy to respond to your requests'. Finally, 'Employees of excellent coffee shop are neat-appearing'. This study will be useful to coffee shop management as well as future researchers.

並列關鍵字

85°C ； Coffee shop ； Service Quality

參考文獻

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