以PZB模式探討餐飲業服務品質與顧客滿意度之因果關係研究

PZB model to Investigate the Service Quality and Customer Satisfaction between the Causal Relationship in Food and Beverage Industry

駱俊賢(Chun-Hsien Lo) ； 黃世浩(Shi-Hao Huang)

《運動休閒餐旅研究》 9卷3期 (2014/09) Pp. 1-22

https://doi.org/10.29429/JSLHR.201409_9(3).01

摘要

回顧過去展望未來，台灣餐飲產業未來10年將面臨更強大的競爭威脅，包括總人口成長停滯、餐飲業者持續增加、成本不斷提高、兩岸關係和緩等重大改變，面對外在環境變化，唯有強化核心能力與競爭優勢，滿足顧客多元需求，創造顧客價值，才能確保立於不敗的地位。餐飲產業是服務產業，服務品質與顧客滿意度是維持生存的基礎。本研究主要目的在探討顧客對服務品質內容的感受程度，及其對該餐廳滿意度的影響，回應到顧客滿意度的具體行為。瞭解餐飲業之顧客對服務品質知覺、顧客滿意度感知程度；瞭解餐飲業之顧客滿意度受服務品質影響之關係；瞭解不同的期望與認知對服務品質知覺及顧客滿意度方面的差異。本研究以量化方式收集顧客對服務品質內容的知覺程度及其顧客滿意度，並經由資料分析驗證顧客滿意度受服務品質正向影響。

關鍵字

服務品質 ； 顧客滿意度 ； 有形性 ； 保證性 ； 反應性 ； 可靠性 ； 同理心

並列摘要

Taiwan's food and beverage industry over the next 10 years will face a stronger competitive threat, including the total stagnation of population growth, food industry continues to increase, costs continue to increase, a significant change, such as easing cross-strait relations, in the face of external environmental changes, only strengthen core competencies and competitive advantages, to meet the diverse needs of customers, creating customer value, in order to ensure invincible position. Catering industry is a service industry, service quality and customer satisfaction is the basis of subsistence. The main purpose of this study was to investigate the extent of customer perception of service quality of content, and its impact on the restaurant satisfaction, customer satisfaction in response to specific acts. Understanding of customer service quality of the restaurant industry perception, perception of the degree of customer satisfaction; understanding of the relationship between customer satisfaction catering service quality affect the subject; understand the different expectations and cognitive differences in perception of service quality and customer satisfaction aspects. In this study, quantitative methods to collect customer perception of service quality content and degree of customer satisfaction and service quality analysis to verify customer satisfaction by positive effects via information.

並列關鍵字

service quality ； customer satisfaction ； tangible ； assurance ； responsiveness ； reliability ； empathy

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