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    請使用永久網址來引用或連結此文件: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/32227

    題名: 臺北市東區複合式餐廳顧客滿意度之探討
    其他題名: A study of customer satisfaction of the complex restaurants in the eastern district of Taipei city
    作者: 柳志達;Lin, Chih-tia
    貢獻者: 淡江大學國際貿易學系國際企業學碩士在職專班
    林光賢;Lin, Kuang-hsien
    關鍵詞: 台北市東區;複合式餐廳;服務品質;商店氣氛;顧客滿意度;Eastern District of Taipei City;complex restaurants;Service Quality;store atmosphere;Customer Satisfaction
    日期: 2009
    上傳時間: 2010-01-11 01:52:11 (UTC+8)
    摘要: 近年來國內餐飲業在產業轉型中已成為第二大類之服務業,其發展亦與國民生活文化改變及消費偏好息息相關,實是緊扣社會潮流。而餐飲業要成長,其服務價值的提升與當今消費者重視之價值考量,皆扮演著關鍵的要素;複合式餐廳就是轉型下結合不同業種、不同屬性餐品、不同感官享受、不同目的及服務取向之餐廳。
    1. 依「DINESERV」餐廳量表分成服務品質之5項構面,結果顯示顧客最重視「可
    2. 顧客最滿意的是「可靠性」、「有形性」及「反應力」等3構面;最滿意的商店
    3. 在受測樣本中之「性別」與顧客滿意程度中服務品質的「反應力」構面間有顯
    With the industrial restructuring in recent years, the catering sector has become the second largest type of the services sectors in Taiwan. The development of this sector is closely associated with major social trends including the changing patterns of life style and consumption preferences. While two elements are key to the operation in this sector, i.e., service value improvement and customer value consideration, complex restaurants have emerged as the places that combine various businesses, products, sensual pleasures, purposes, and services approaches.

    This paper attempts to discuss, from the customer’s perspective, the degrees of importance and satisfaction (and their relations) of the complex restaurants in the Eastern District of Taipei City. The convenience sampling is used on the target population who have visited complex restaurants in the Eastern District of Taipei City, and a total of 223 valid questionnaires are produced as results.According to the findings:

    1.Among the five dimensions of “DINESERV” ordinal scale,
    “reliability”, “tangibles”, and “assurance” are most
    relevant to customers; “overall atmosphere of the
    restaurant” is the most relevant store atmosphere.
    2.Customers are most satisfied with “reliability”,
    “tangibles”, and “responsiveness”; “lighting of the
    restaurant” is the most satisfactory store atmosphere.
    3.There exits an obvious correlation between the recipients’
    “gender” and “responsiveness”. The “occupation” of
    recipients and the dimensions of PZB model appear to be
    unrelated and mutually independent. “Average monthly
    income” and “store atmosphere” are obviously correlated
    and not mutually independent.
    顯示於類別:[國際企業學系暨研究所] 學位論文


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