外燴餐廳之服務品質及顧客忠誠度之研究

A Study on Service Quality and Customer Loyalty of the Outdoor Reception Restaurant

乃守志(Nai, Shou-Chih) ； 林源明(Lin, Yuan-Ming) ； 李世昌(Lee, Shih-Chang)

《休閒保健期刊》 16期 (2016/12) Pp. 48-64

摘要

本研究旨在探討服務品質與忠誠度之現況與關係採用問卷調查法共計發放500份問卷，獲得有效問卷422份。以描述性統計、單因子變異數分析、皮爾森積差相關等統計方式進行分析，其研究結果如下：一、服務品質與忠誠度平均得分高，分別為「服務品質」得分為3.95、「忠誠度」得分為3.88。二、不同背景變項在服務品質及忠誠度上部份達顯著之差異。三、服務品質與忠誠度各層面皆達顯著之正相關。本研究針對其研究結果提出相關之建議，作為業者之參考依據。

關鍵字

辦桌文化 ； 服務品質 ； 忠誠度

並列摘要

The study aims to exploring the current situations of service quality and customer loyalty of the outdoor reception restaurant. This study adopted questionnaire survey and distributed 500 questionnaires with 422 valid ones collected. For descriptive statistic, one-way ANOVA and Pearson product-moment correlation were used to analyze those questionnaires. The study results are listed below: 1. The average score of the service quality and customer loyalty of the outdoor reception restaurant is high. Service Quality is 3.95 and customer loyalty is 3.88. 2. In the variables part of the elderly backgrounds have obvious difference with service quality and customer loyalty. 3. The service quality and customer loyalty are all significant correlation. The study also provides suggestions based on the study results for the related industry.

並列關鍵字

outdoor reception cultural ； service quality ； loyalty