| 摘要: | 我國經濟發展迅速、國民生活水準不斷提升、消費意識普遍抬頭，對於商店的服務品質要求更相對的提高。提升優質的服務品質以增加顧客滿意度，將是企業面臨競爭的重要關鍵。經濟部商業司所推行的優良商店服務證制度GSP自民國八十五年開放餐飲連鎖店認證，至今已有一段期間。然而，其推動是否有如預期規劃，業者的服務品質滿意度，廣受消費者肯定，實為一值得探討的議題。
本研究問卷設計以 P.Z.B(1990)所提出之服務品質五大衡量構面設計。調查以大台北地區十八家各選出近一年通過認證之商店已通過GSP認證之餐飲連鎖店為發放對象，收回三百二十四份問卷。回收後以SPSS軟體統計資料後整理、分析，發現消費者對通過 GSP認證後的餐飲店服務品質滿意度有顯著提升。而不同背景變項的消費者對於認證服務品質的滿意度看法並沒明顯差異，可見GSP認證已被廣為重視。參與GSP認證 的餐飲業者愈重視服務品質及顧客滿意度，消費者就愈了解GSP認證，對餐飲店的評價就越高，這也是經濟部商業司極力推動GSP認證制度的目的。
因此建議政府應極力推動尚未參與認證的餐飲業者參加GSP認證，另一方面也要向消費者廣為宣導至通過GSP認證的餐廳消費，以享受環境好、衛生好、制度好、的高品質的服務。
Nationals require high quality of service more relative improvement for the stores, under Taiwan’s rapid economic development, the rising of national standard of living and consumer awareness in general. It is the key points for enterprises to face competi-tion in enhancing the quality of service to increase customer satisfaction. It has been 15 years since the Department of Commerce, Ministry of Economic Affairs, implemented the excellent system of GSP store certificate service from beginning the GSP certification of the chain of dinning stores in 1996. However, whether this plan to promote the GSP certification likes the government expects that or not, the quality of service and satisfaction of the businesses, to be certainly well received by consumers, is indeed a topic worth of study.
The design of questionnaire is based on P. Z. B. (1990), which proposed a measure of the five dimensions of the quality of service. This study investigates to the Taipei area eighteen selected stores for nearly a year has passed through the GSP certification of the chain of dinning stores to issue 360 questionnaires, the recovery of 324 questionnaires. To make the information collation, analysis through SPSS statistical software and find that the consumer satisfaction significantly improved on the obtained GSP certification of restaurants providing quality of service. The variable of consumers of different background for the GSP certification with service quality perception is no significant difference, so the GSP certification has been widely seen as seriously. The more the GSP certification restaurants pay more attention to quality of service and customer satisfaction, the more customers understand the GSP certification, and render the higher evaluation for restaurants, which is the purpose of the Department of Commerce effecting to promote the GSP certification system.
Therefore, the study would like to suggest the government should progressively promote the non-participants to take part in the GSP certification of catering industry, but we also need to widely disseminate to the consumers to enjoy a good environment, health, system, high-quality services at the GSP certification restaurants. |
