A Study on Establishing Food and Beverage Service Quality Indicators for Leisure Farms

• Main Authors: Chun-Yu Yeh, 葉俊佑
• Other Authors: Dr.Chao-Lin Tuan
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/95424247413756087001

碩士 === 國立屏東科技大學 === 農企業管理系 === 93 === Due to the great increase on national income in recent years, travel becomes a growing habit, and it helps spice up the rapid development of leisure industry in Taiwan. Leisure farm is one of the new transformational businesses in agriculture now, and it brings lots of different kinds of activities along. Food service in farms plays a very significant role compared with all the other services provided to the tourists. Therefore, the qualities of food service can easily alter the impressions the tourists make for the farms. In order to have the quality food service, it is inevitable to set up a series of efficient management and evaluation indicators except for the management ability of the business runners. This study is conducted on the basis of PZB service quality model, and it builds up the food service quality indicators for the leisure farms based on the characteristics of the leisure farms and through the discussions of the food-related journals. AHP is adopted to set up the hierarchy structure on evaluation indicators and the relative weight of the indicators, and hopefully they will help the business runners to get a hold on the management strategies within the limited resources. This study has come up with 26 evaluation indicators for the qualities of food service in the leisure farms. The 7 most crucial evaluation indicators and relative weight are: food hygiene level (0.0984), crisis management (0.0729), environment comfortness (0.0630), complaint management (0.0623), pre-job training (0.0535), service speed (0.0480), and satisfaction of special requests (0.0470). According to the results mentioned above, here are a few suggestions I’d like to make: 1.To set up a complete plan for the food service quality, and to increase the competitiveness on the farms. 2.To figure out the crucial work items, and to use the limited resources in a more effective way. 3.To modify the evaluation indicators on the regular basis as they change from time to time. 4.To reinforce the expertise and educational training for the food service personnel, and to take the food service quality to a new level. 5.To establish an evaluation curve for the food service qualities in farms through using the indicators put together in this study.