| Summary: | 碩士 === 高雄餐旅學院 === 餐旅管理研究所 === 96 === Restaurant management teams are always looking for different ways to satisfy their customers; however, there are a lot of factors that could satisfy or unsatisfied a guest. What are the most effective ways to satisfy a guest that could help management teams to do their works easier? The aim of this research is to find out the service factors that could affect customers’ satisfaction and
un-satisfaction most at a fine dining restaurant.
To find out the service factors, the researcher took a fine dining restaurant as an example and gave out 300 questionnaires. The questionnaire is based on “SQ Need” model, which was designed for banks’ management teams, and the researcher re-designed for restaurants to gather data for this research. To analyze the data, the research, first, classified according to the “Kano’s Model” and used “improvement index” to list out the service factors that affect
customers’ satisfaction and un-satisfaction most.
The result comes out with 28 main service factors, which included plus and minus points. These factors could help restaurant management teams to evaluate what to do or how to do their services or works effectively to satisfy their customers that to complete the main idea of this research.
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