A Study on the Service Quality of Food and Beverage in Scenic Area- An Application of Revised IPA

• Main Authors: Fu-Long Hsu, 徐富龍
• Other Authors: Shu-Fen Hsieh
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/4m39r4

碩士 === 景文科技大學 === 旅遊管理系觀光與餐旅管理碩士班 === 105 === Abstract In 2010-2015, the CEPD to promote internationalization of food programmes, enhance the international status of Taiwan food and domestic employment. December 2016 catering turnover 439.4 billion yuan, from 2011 to 2016 December total number of restaurants open 130,651, catering workers in 2011 from 264,022 ascend to 331,879 people, increasing industrial population of 67,857 people. In a large number of manpower, key catering industry sustainable management, in addition to cost control, management,, quality of service for a very important implementation. IPA analysis (Important-performance Analysis) has developed from Martilla and James (1977). It has been widely used in retail, tourism, products, trademarks, services and other management analysis tools. It has also been applied and modified by many scholars. Past scholars have found that the traditional IPA analysis using respondents' self-importance assessment, which cannot reflect the respondents' objective situation, may be misleading. This study refers to the revision methods of Deng, Kuo and Chen (2008). In this study, Bitan Scenic Area food court consumers in New Taipei City as the research object, a total of 341 questionnaires were collected, analyzed and compared the traditional research methods for IPA and modified IPA differences in the quality of service. The results show that: 1. the traditional IPA service quality dimensions: responsiveness and certainty fall into quadrant I, quadrant II is no, materiality and concern are in quadrant III, and it is in quadrant IV. 2. Revised IPA service quality dimensions: reactivity falls in quadrant I, materiality, concern in quadrant II, quadrant III without guarantee, certainty in quadrant IV. After reducing the influence of satisfaction, more can show the objective feelings of consumers.