A Study of Key Factors of Service Qualityin Restaurant Industry

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 99 === The proportion of Taiwan''s outside-eating populations is high and has accomplished a general consuming market; therefore it attracts numerous entrepreneurs to join this potential market and results in consumers having multiple choices due to...

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Bibliographic Details
Main Authors: Wei-Fu Wang, 王蔚甫
Other Authors: Wen-Hsiang Lai
Format: Others
Language:zh-TW
Published: 2011
Online Access:http://ndltd.ncl.edu.tw/handle/70824191280944259316
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Summary:碩士 === 逢甲大學 === 經營管理碩士在職專班 === 99 === The proportion of Taiwan''s outside-eating populations is high and has accomplished a general consuming market; therefore it attracts numerous entrepreneurs to join this potential market and results in consumers having multiple choices due to the entrepreneurs’ marketing and managerial endeavors. Taiwan''s food and beverage industry is very multi-dimensional and intensively completitive, and thus the promotion service quality should meet the customers’ needs to diligently become the various entrepreneurs'' marketing and managerial goals. This study of service quality meter construction proposed according to the PZB model discusses the service quality in restaurant industry and aspects five key factors of “tangibles”, “reliability”, “responsiveness”, “assurance” and “empathy” which reach the restaurant industry manager''s opinions by adapting the expert questionnaire, AHP (Analytic Hierarchy Process) and compilying with experts’ valued suggestion to analyze the related weights in this study. Nearly 70% of the AHP participants in this study receive university degree of educational background, 62% of the participants have more than 10 years of experiences in the restaurant industry, and 94% of the participants are in the managerial positions in the restaurant industry. Therefore, the selected participant backgrounds are highly conformed to this study of expert qualifications in the dining service industry. This study discovers that from the experts’ viewpoint of key factors, the “responsiveness” provides the prompt service and helps complete customers’ expectations, and “assurance” provides service process and transmits the trust and confidence for the cumstomers. From the experts’ viewpoints of subfactors, “the taste meets the customer need” and “ clean procedures of cooking meal systems” are the most important subfactors in the restaurant industry.