高級中學民辦民營的團膳午餐服務品質滿意度之調查研究-以臺中市某高中為例

A Study on the Quality Satisfaction of Private Group-Meal Lunch Service in Senior High School- Case Study of X Senior High School in Taiching

王昱翔(Yu-hsiang Wang)

指導教授 ： 張阜民

朝陽科技大學/管理學院/財務金融系/碩士(2017年)

摘要

本研究旨在瞭解目前高中學生對於學校午餐以民辦民營的團膳經營模式的服務品質與整體滿意度，做一個整體滿意程度感受狀況的調查，分別探討不同的人口背景變項對團膳公司在學校提供團膳午餐服務品質與整體滿意度上的感受差異，並分析其中年級、性別、住宿與否、家庭經濟來源、家庭經濟來源職業與零用錢狀況等對團膳公司提供服務品質滿意度影響的差異。
本研究參照SERVQUAL服務品質量表的五大構面及納入學校團膳午餐之實務面的考量，據以建構本研究服務品質的五大層面，包含中央廚房清潔衛生（可靠性）、行政工作管理（有形性）、菜色設計管理（保證性）、午餐生活教育（關懷性）及送餐服務（反應性）。上述每個層面包含8個選項，共計40題，滿意度則以學生對學校團膳午餐服務品質及整體的感受程度為調查基準。
本研究結果顯示：
一、高中學生對學校團膳午餐服務品質感受最滿意的是「對午餐時能播放音樂或新聞」、評價最低的則是「對團膳各餐烹煮的調味方式」。
二、不同的人口背景變項中以「不同年級」、「零用錢狀況」對滿意度的感受程度上有顯著的不同，且一年級學生顯著高於二、三年級學生。
關鍵詞：學校午餐、團膳午餐、服務品質、滿意度

關鍵字

學校午餐 ； 團膳午餐 ； 服務品質 ； 滿意度

並列摘要

The purpose of this study is to find out the relationship between the quality of service and the overall satisfaction of school students in different groups, and to conduct a survey on the overall the satisfaction level. The difference between the quality and overall satisfaction of group lunch service is analyzed, and the influence of the factors including grade, sex, accommodation, family economic source, the career of family economic source and pocket money on the service quality of group meal companies is analyzed.
This study was conducted based on the five dimensions of the SERVQUAL service quality table and the practical aspects of the group meal lunch were included in the study. The five dimensions of the quality of the research service were as follows: 1. Reliability: The sanitation of the central kitchen level; 2. Administrative management level; 3. Guarantee: Food design management level; 4. Caring: Lunch life education level; 5, Responsiveness: Delivery service level. Each level contains eight options, with a total of 40 questions. The survey benchmark of the satisfaction lies in students’ overall level of feelings for the school group meal lunch service quality.
The results showed that:
1. What the high school students were most satisfied with the quality of lunch at the school is "To play music or news during lunch break" while what they were dissatisfied about was "the way to cook meals for group meals".
2. There was a significant difference in the degree of satisfaction between the different demographic variables and the "grade" and "pocket money situation", and the first-grade students showed more significant difference than the second and third grade students.
Keyword: school lunch, private Group-Meal Lunch, service quality, degree of satisfaction

並列關鍵字

school lunch ； private Group-Meal Lunch ； service quality ； degree of satisfaction

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