The Study on the Relationship among Food Quality, Service Quality, Relationship Quality, and Customer Loyalty – A Case of Buffet Services at International Tourism Hotels in Taipei City

• Main Authors: Ma, Chia-Liang, 馬嘉良
• Other Authors: Cheng, Chiu-Kuei
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/09773051405350951171

碩士 === 國立屏東科技大學 === 農企業管理系所 === 98 === The study discusses the effects among food quality, service quality, relationship quality, and customer loyalty of buffet services at international tourism hotels in Taipei city. The researcher selected the customers who are willing to help us to finish the questionnaires in these 7 hotels including Grand Formosa Regent Hotel, Sheraton Taipei Hotel, Grand Hyatt Taipei Hotel, The Ambassador Hotel, Far Eastern Plaza Hotel, Howard Hotel, and The Grand Hotel. The researcher distributed 400 and received 400 questionnaires, getting 400 valid questionnaires. The return rate is 100 percent. The researcher used statistical SPSS17.0 as an analytical tool. The researcher also employed descriptive statistics analysis, T-test analysis, one-way ANOVA analysis, Pearson product-moment analysis and Path analysis. After the experiment, it is found that there is a significant positive correlation among food quality, service quality, relationship quality and customer loyalty. Food quality affects customer loyalty directly；it has an impact on customer loyalty through relationship quality. However, service quality does not have a direct effect on customer loyalty. Instead, it indirectly affects customer loyalty through relationship quality.