2014年經濟部統計局「批發、零售及餐飲動態統計」調查顯示,近兩年臺灣餐飲業整體產值呈現明顯的成長,2013年已高達新臺幣3,915億元,主要的成長來源為餐館業。臺灣近年來「親子餐廳」如雨後春筍般出現且十分受歡迎,家長不僅不需擔心小孩打擾其他人用餐或者好動難以控制,甚至也能放鬆的享受午後時光(葉慧瑄,2015)。 本研究問卷參考Stevens等人(1995)所編製的DINESERV量表,且引用李啟誠(2009)所操作之量表作為基礎,針對256位參與過服務過程的顧客對臺中市親子餐廳服務品質重視度與滿意度之間做差異性比較,並根據重要性-績效分析(IPA)之結果,以作為提供相關業者未來制定行銷策略與穩定客源之參考。 根據本研究結果顯示,臺中市親子主題餐廳的消費族群中以年齡層以31-40歲的女性顧客居多。此外,透過重要性-績效分析法分析結果得知,親子主題餐廳所提供之服務品質項目中的「地點交通方便有停車場」、「服務人員能夠解決顧客的問題」等二項服務是臺中市親子餐廳急需改善的服務項目。
Ministry of Economic Affairs Bureau "wholesale, retail & catering vital statistics" survey showed that Taiwan’s food & beverage industry were significant growing in recently two years. It has been as high as NT $ 3,915 million in 2013, the main source of growth were from the restaurant industry. Recently, the number of children-friendly restaurants are increasing. Since parents and children could have quality time, while they are eating out (Huei-Syan, Ye, 2015). This study adapted DINESERV scale(Stevens et al, 1995), and modified those questions based on Lee (2009) study. A total of 256 customers, who visited children-friendly restaurants in Taichung, answered the questionnaire. The results of this study showed that majority of customer, visited the children-friendly restaurants, their age were between 31 to 40, and mostly were female. Based on the Importance- Performance Analysis (IPA) results, two items were needed to improve urgently. One was "When customers get problem employees can solve the customer's problem" and the other was "When customers get problem employees can solve the customer's problem". Results both showed theoretical and practical implications.