| Summary: | 碩士 === 南台科技大學 === 企業管理系 === 100 === Ever since Taiwan joined the WTO, the food industry in Taiwan was challenged by the fast changing business environment in domestic and global market. The key to the future success in food industry is the service standard, therefore in order for the local food industry to survive the challenge introduced by WTO, the local food corporations must elevate the service standard in their stores.
This research targets Black Bridge Foods. It investigates the service quality and customer satisfaction of the branch stores. It looks into the cause of negative consumer experience in the store, and hopefully raise competence of the corporation.
The total number of questionnaire issued is 318, and results in 305 valid samples, the collection rate is 95.9%.On the eight aspects of evaluation that we analyzed, the overall consumer feedback was good. The research reflects an average point of 4.1, among which the "Assurance" and "Personnel Service" were on the top and "Service Value" was the lowest. Categorized by area scores, the central area has the highest average of all aspects of evaluation, whereas the southern area has the lowest average on 6 of the aspects of evaluation. On the reliability aspect, the central area scores significantly higher then northern area. On responsiveness aspect, central area scores significantly higher than the northern area and southern area. On the overall performance, central area scores significantly higher than southern area.
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