A Study of Adopting IPA to Explore Restaurant Service Quality and Satisfaction-The Case Study of Nan Don Wedding Hall

• Main Authors: HSU,CHIEN-HUI, 徐千惠
• Other Authors: LIN,YI-HSIN
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/92487w

碩士 === 亞洲大學 === 休閒與遊憩管理學系碩士在職專班 === 106 === Under to the globalization, the form of wedding in Taiwan has become more and more diverse in recent years. Particularly affected by the cultural shock between Western and Asia, bridegroom and bride have gradually paid their attention to selection their wedding place, this made the fierce competition in each wedding banquet and arise many different venues for wedding. The industry of wedding banquet should constantly improving the quality of service and make new couples satisfied with the services provided by wedding banquet hall, meeting the modern trends can made the industry survive. The study uses the convenience sampling method, with an online questionnaire survey administered to 200 respondents; 173 valid questionnaires were returned, giving an effective response rate of 86.5 %. The research results obtained in the study showed that those new couples host the wedding in Nan Don Wedding Hall within a year and their attributes for service quality of Nan Don Wedding Hall. The importance-performance analysis（IPA）was used to determine the ranking of service quality attributes of four quadrants and the priority for improvement. Results from the four quadrants those new couple’s viewpoints on various attributes of the Nan Don wedding Hall’s service quality and provided significant insights into new couple’s expectation on the service quality of Nan Don. Lastly, this study provided Nan Don Wedding Hall with concrete suggestions on improving shortcomings to increase customers satisfaction.