| Summary: | 碩士 === 立德大學 === 食品餐飲管理研究所 === 97 === The research focused on understanding the service quality, customer satisfaction of staff restaurant in department stores. A four dimensional analysis of service quality was used, including “dinning environment”, “sanitation”, “dish variety and price” and “customer service”. Customer’s overall satisfaction was also evaluated to provide suggestions on the management of staff restaurant.
A questionnaire was used in this survey with 1337 questionnaires retrieved, including 314 invalid questionnaires and 1023 valid questionnaires. The response rate was 68.2%. The results showed that “food safety and sanitation”, “food handling and processing”, and “hygiene practices of personnel” were regarded by staffs as basic elements that staff restaurant should keep. This also reflected on the top five performance results in this investigation. Besides of “food safety and sanitation” and “the portions of the dish”, the staffs of the company also expected the foodservice distributors can improve their cooking skills and provide better taste food.
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