近年來外食人口快速增加,整體外食市場消費金額達一千七百億元,平均每年之成長率為9%(李靜娟,1995),餐飲業隨著此一趨勢蓬勃成長。然而國內專家估計台灣90%的餐廳經營壽命不超過五年(何怡平,1995),另外根據台北市政府針對餐飲業營運情形所作的調查資料也顯示,每一百家餐廳中在五年後仍能持續營運的比例約為17%,而十年後尚能繼續經營的僅剩下7%(劉宗其)。在此一競爭劇烈市場欲長期成功經營餐廳,必須具有獨特的經營理念及良好的管理方法。 餐廳所提供之產品主要可區分為餐食、飲料與服務兩大類。由於同類型餐廳所提供之餐飲同質性高,例如麥當勞漢堡與溫娣漢堡差異並不大,因此服務便成為決定餐廳經營成敗之主要關鍵。服務品質在90'年代是十分受重視的課題,但國內鮮有針對餐飲服務品質的研究,本文針對餐飲服務品質之內涵、管理模式及評量方法加以探討,卑有助於餐飲業服務品質之提昇。
The competitive environment for foodservice companies is increasingly hostile. To gain an advantage in today's market, restaurants must offer what consumers need and want. Consumers are willing to spend money on quality, but many expect something more than food. A review of the studies on service quality management of food and beverage operations indicates that little research has been done. This article was therefore designed to examine the dimensions of foodservice quality, service management model, and the measurement of restaurant service quality.