A Study of Service Quality of Food and Beverage Service

• Main Authors: Lin-hsiu min, 林綉敏
• Other Authors: Nai-chieh Wei
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/77321254118998683715

碩士 === 義守大學 === 工業工程與管理學系碩士班 === 94 === To achieve high quality food and beverage service, it requires maintenance and strengthens up the facilities and the plan and control of different food segments. In this way, it is possible to coordinate the tangible product and the intangible service conditions to attain the operation idea “to provide high quality service with reasonable price, to provide high standard service with friendly attitude” to construct the range of the food and beverage service. The most important point of the service quality relies on the direct interaction between the restaurant operators who offer service and the consumers. Service quality has its strategic benefits no matter on market share percentage or on operation performance; in addition, it may reduce the production cost of the operators and increase the productivity effectively. Under the impact of the recession and market competition, only those who make good use of the high quality service and investigate the essence and function again with new operation thinking mode, could it be possible to guarantee the business, create more opportunities, and get competition advantage. This study has applied quality function development method as an instrument to aim at compound-type food and beverage market site service quality as the systematic investigation, and to do relation design between the on site quality development and service quality. This design is aimed at the consumers and compound-type food and beverage service operators whose degree of satisfaction on site layout and management quality to do investigation. Then find out the demand of the consumers effectively with reference to the two sides opinions to narrow the gap between the two sides and decide the weight and degree of importance sequence for the service quality demand of the consumers with Quality Attribute Ranking. At last, put the weight and degree of importance sequence for the service quality demand of the consumers as well as the relation matrix between the demand of the consumers and the quality improvement skill with the structure of the quality house to make combined evaluation so as to decide the priority for executing quality improvement skill. This will give the compound-type restaurant operators suggestion to improve the service quality actually, further, to increase their operation performance.