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應用三因子理論與IPA探討養生餐廳關鍵服務品質-以心之田蔬食坊養生餐廳為例

Applying Three-Factor Theory and IPA to Identify the Attributes of Critical Service Quality Attributes of Shin-Chi-Tien Regimen Restaurant

摘要


本研究主要在探討在屏東市心之田蔬食坊養生餐廳關鍵服務品質屬性之確認。以屏東縣曾經在心之田蔬食坊用過餐之顧客為研究對象,共發放150份問卷,回收有效問卷為140份,有效回收率88.44%。應用P.Z.B.服務品質缺口分析、三因子理論分析及重視程度-績效水準分析法,實證結果發現:P.Z.B.服務品質缺口分析在「有形性」構面的項目中,「餐飲用具很清潔」是缺口最大的項目,在「可靠性」構面的項目中,「消防設施定期保養及檢查」是缺口最大的項目,也是重視度最高的,在「反應性」構面的項目中,「對顧客的抱怨處很完善」是缺口最大的項目,在「保證性」構面的項目中,「菜色口味時常創新」是缺口最大的項目,在「關懷性」構面的項目中,「設有特殊顧客照顧的服務」是缺口最大的項目。重視程度-績效水準分析結果落於第一象限共14項,落於第二象限共5項,落於第三象限共9項,落於第四象限共7項,重視度總平均為4.447,滿意度總平均為4.016。三因子理論分析將個案養生餐廳服務品質之30項服務項目進行歸類,主要分為兩種因子屬性,分別為興奮因子屬性共有7項,屬於績效因子屬性者共有23項。

並列摘要


This study was to identify the attributes of critical service quality of Shin-chi-tien regimen restaurant in Pingtung city. There were 150 customers were survey and 140 of them were effective. The effective ratio was 88.44%. The PZB service quality gap analysis, three-factor theory analysis and the IPA were adopted in this empirical research. The results were found in the followings: In the PZB service quality gap analysis, ”dining utensils are very clean” was the largest gap in the ”tangible” dimension; ”regular maintenance and inspection of fire-fighting facilities” was the largest gap and highest importance in the ”reliable” dimension ”customer complains were responded perfectly” was the largest gap in the ”respond” dimension; ”dishes innovation are often” was the largest gap in the ”assurance” dimension; ”special customer care service” was the largest gap in the ”caring” dimensions. There were 14 items in the first quadrant, 5 items in the second quadrant, 9 items in the third quadrant and 7 items in the fourth quadrant of the results of IPA. The total average importance was 4,447 and the total average satisfaction was 4,016.The 30 service items of regimen restaurant were classify to two attributes groups, 7 items belonged in the ”excitement factor attributes” group and 23 items belonged in the ”performance factor attributes” group in the result of the Three-factor theory analysis.

並列關鍵字

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被引用紀錄


傅靖瑄(2017)。以IPA分析法探討餐廳服務品質與過度服務─以海底撈餐廳為例〔碩士論文,朝陽科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0078-2712201714441932

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