國際會議餐飲服務品質對滿意度之影響

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/23957

Title:	國際會議餐飲服務品質對滿意度之影響
Authors:	黃鈺淳
Contributors:	觀光事業學系
Keywords:	國際會議 convention 餐飲服務品質 foodservice 服務品質 service quality 當地飲食文化體驗 local food experience 滿意度 satisfaction
Date:	2012
Issue Date:	2012-12-13 09:49:24 (UTC+8)
Abstract:	在國際會議中，餐飲服務品質除了提供基本的功能之外，亦成為與會者事後回憶的一部份，會議規劃者在餐飲安排上必須針對與會者身分以及其國際會議特殊性進行規畫考量，本研究旨在探討國際會議餐飲服務品質，並了解國際會議餐飲服務品質表現對國際會議餐飲服務滿意度之影響。本研究透過文獻回顧、專家效度調查、前測調查、預試調查以及正式調查了解國際會議餐飲服務品質，調查對象為產業及學術界專家學者以及過去一年內曾參與國際會議之與會者，研究中使用描述性統計分析受訪者基本資料以及餐飲服務品質重視程度與表現程度，並以信效度分析檢驗量表信效度、以相關分析與探索性因素分析精簡題項，最後以驗證性因素分析驗證量表，並透過迴歸分析檢視國際會議餐飲服務品質對餐飲服務滿意度之影響，研究結果建立信效度良好之國際會議餐飲服務品質量表，共計四個構面，依序為「食物品質」、「服務品質」、「環境品質」以及「當地飲食文化體驗」，總計43題，各構面對於餐飲服務滿意度均具有正向顯著影響，其中以「服務品質」以及「當地飲食文化體驗」對於滿意度之影響為最大。 At the international conference, foodservices not only provide basic functionality, but also become a part of memory to the participants. Meeting planners must be considered the attendees’ needs and conferences features to plan a food function for the international conference. The purposes of this study are exploring the foodservice and the effect of foodservice quality on satisfaction at an international conference. In this study, according to literature review, expert validity survey, pre-test, pilot test and formal survey to establish the foodservice of international conference. Target sample for this study was industry experts, academic scholars, and attendees has been involved an international conference in the past year. Descriptive statistical analysis was used to explore the basic information of the respondents, and reliability and validity analysis were used to test the scale. For simplify the items, correlation analysis and exploratory factor analysis were used, and the confirmatory factor analysis was used to verify the scale. Last, regression analysis was used to explore the effect of foodservice quality on satisfaction at the international conference. The results establish acceptable reliability and validity of foodservice scale. There are four dimensions with 43 items of the scale, and four dimensions are “food quality”, “service quality”, “environment quality” and “local food experience”. All four factors effect satisfaction positively and significantly, and the key factors are “service quality” and “local food experience”.
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