應用 IPA 與 CSI 分析印尼顧客對印尼美食餐廳服務滿意度 --以高雄市某餐廳為例

An Analysis of Indonesian Restaurant (Service Satisfaction) of Indonesia by Using IPA and CSI -A Case Study of an Indonesian Restaurant in Kaohsiung City-

王宇(Wahyu Priambodo)

指導教授 ： 林俊男

國立屏東科技大學/國際學院/農企業管理國際碩士學位學程/碩士(2019年)

https://doi.org/10.6346/NPUST201900214

摘要

考量顧客的需要是企業營運的主要因素，顧客的滿意度更是營利增加及競爭優勢的基礎。本研究旨在確定影響顧客滿意度和衡量顧客滿意度指數的每項服務的優先順序。這項研究的受訪者包括290名印尼餐廳的實際顧客。使用重要性–表現程度分析法（IPA）模型和客戶滿意度指數（CSI）進行分析評估。
結果顯示，不同性別，職業和教育程度的受訪者對滿意度有不同的看法。服務品質中具有最高優先級的因素是象限I（服務員可以按時提供客戶所需的服務，工作人員提供的資訊的準確性，服務人員會給出優先考慮用餐的需求和益處）。在其他項目中，除了象限II之外的項目也應成為服務品質的優先項目。在另一個象限III和IV。中，服務質量的優先級較低，但管理者不應忽略它。根據所有構面的落差值表示，可靠性構面與客戶感知的期望值之間的差距最大，值為-1.34，這意味著消費者對餐廳提供的服務仍然不滿意。最後，顧客滿意度指數表示餐廳提供的服務品質量的整體滿意度為80.07%，這意味著管理者仍有空間提升服務品質的績效。

關鍵字

服務品質、顧客滿意度、CSI、重要性 –表現程度、IPA、印尼餐廳

並列摘要

Customers are the main factor of running a business and the satisfied customers are the base of the business for the growth in profitability and in the competitive business market. This study aimed to determine the priority of each attribute service that influences to the customer and to measure customer satisfaction index. The population of this research consists of 290 actual Indonesian restaurant customers. Using the importance-performance analysis (IPA) model and Customer satisfaction index (CSI).
Based on the results that have been presented in this research, it can be concluded that all of the customers of Indonesian restaurant have a different perception on customer’s satisfaction in gender, occupation, and education characteristic. The several points that lead to the purpose of this study state the factors that have the highest priority in the study are in quadrant 1 ( waiters can provide the services customers need on time, the exactness of the information provided by staff, Service staff will give priority to the needs and benefits of your meal). In other the item that excepted to quadrant two also become the priority items in service quality. In another quadrant 3 and 4 has low priority for the service quality but the manager should not ignore it. According to the gap value of all dimensions indicated that reliability aspect has the highest gap between expectation with the perception of customers with value -1.34 which means consumers are still not fully pleased with the service provided by Indonesian restaurants. Refer to the customer satisfaction index represent that overall dimensions of service quality providing by Indonesian restaurant are make customers satisfied with result 80.07 it's meant the manager still has the opportunity to fulfill their service performance.

並列關鍵字

Service Quality, Customer Satisfaction, CSI, Importance-performance analysis (IPA), Indonesian Restaurant

參考文獻

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