SERVQUAL服務品質應用之研究－以王品台塑牛排為例

SERVQUAL Model--Wang-Steak for Example

吳武忠(Wu-Chung Wu) ； 丘中岳(Chung-Yeh Chiu)

《餐飲管理學術研討會論文集》 第八屆 (2003/12) Pp. 29-50

https://doi.org/10.6640/TSFBM.2003.08.03

摘要

根據財政部2001年統計資料顯示，我國經濟已走向以服務業為主的重要發展趨勢，為使服務業的發展能更加茁壯，如何改善並提昇現行與未來服務業的服務品質，實屬當務之急，故有關服務晶質的研究就相對重要。本篇研究旨在運用PZB(1985)等人所提出SERVQUAL一服務品質模型加以探討，惟因近年來在學備與實務文獻中，運用於餐飲業相對較少，乃將本研究以PZB(1985)三位學者的服務品質五大缺口為基本架構，再將SERVQUAL運用於「王品台塑牛排」關係企業中，探討該企業如何在台灣餐飲業創造年營業額十二億的成績，進而研究其如何消除服務品質缺口，以印證理論之實用性，最後期能達到理論與實務互相結合的最高境界。

關鍵字

服務品質 ； 王品台塑牛排 ； 服務品質缺口

並列摘要

According to the statistical data 2001 by the Ministry of finance, it shows that the service industry has become than the mainstream of Taiwan tendency. In order to develop the service industry more and more different than now, the first thing we must do is how to improve and to heave the quality of service what we have now and the next. Therefore the research about the quality of service becomes more and more important. It's seldom to use to the catering trade, the SERVQUAL, which is bring up by PZB (1985), in an academic research and technical literature recently. In this paper that we are talking about how ＂Wang-Steak Restaurant＂ can create such a good income in Taiwan restaurant industry. And make sure that how ＂Wang-steak＂ used SERVQUAL to improve their service quality.

並列關鍵字

Service quality ； Wang Steak Restaurant ； Service quality models