泰式連鎖餐廳服務品質與滿意度之研究- 以台北市為例

CCUR > College of Environmental Planning & Bioresources > College of Agriculture > Department of Applied Science of Living & Graduate Institute of Applied Science of Living > thesis > Item 987654321/32039

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/32039

Title:	泰式連鎖餐廳服務品質與滿意度之研究- 以台北市為例 Service Quality and Satisfaction of Thai Food Chain Restaurant- A Case study in Taipei City
Authors:	陳昱仰
Contributors:	生活應用科學系
Keywords:	泰式連鎖餐廳服務品質顧客滿意度 Thai restaurants service quality customer satisfaction
Date:	2016
Issue Date:	2016-02-24 13:09:45 (UTC+8)
Abstract:	本研究旨在探討泰式連鎖餐廳服務品質與顧客滿意度之研究，瞭解消費者個人背景資料，及不同背景變項消費者對於服務品質與滿意度之差異，及服務品質與顧客滿意度之相關，服務品質構面是否會影響顧客滿意度。本研究工具包括個人基本資料量表共7題、服務品質五大構面量表共29題、顧客滿意度量表共4題。並採用SPSS 20 for Windows統計軟體進行統計分析。以泰式連鎖餐廳消費者為研究對象，共發放400份問卷，回收有效問卷390份，回收率98%。其研究結果如下： (一)泰式連鎖餐廳消費者以女性，未婚，學生組群，年齡20-30歲，大專/大學學歷，月收入20,000~39,999 元。 (二)不同背景變項消費者在服務品質、滿意度方面部分具有顯著差異。 (三)服務品質與顧客滿意度具有高度正向相關。 (四)服務品質的「可靠性」、「關懷性」對顧客滿意度具有57.5%之解說力。 The aim of the study is to provide insights to the issues related to service quality,customer satisfaction ,for the Thai Food chain restaurants. Through this study, we want to have a deeper understanding of the characteristics of customers having different background, and how they perceive of the service quality. we can analyze the differences in customer satisfaction. Analysis tools of this study consist of basic personal information, service quality, customer satisfaction For statistical analysis, 400 questionnaires were issued, with 390 returned valid. By having such information, we can analyze the differences in customer satisfaction (1)The results show that the majority consumers of the Thai Food chain restaurants are females,age between 20 to 30, single student status,and monthly income between 20,000 to 39,999. (2)There is significant difference for customers with different variable backgrounds in terms of service quality and customer satisfaction. (3)Part of service quality has a significant positive effect on customer satisfaction. (4) service quality 「reliability」、「empathy」has customer satisfaction 57.5% explanatory power.
Appears in Collections:	[Department of Applied Science of Living & Graduate Institute of Applied Science of Living ] thesis

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