應用IPA法分析景觀餐廳服務品質之研究-以東星屋景觀餐廳為例

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Title:	應用IPA法分析景觀餐廳服務品質之研究-以東星屋景觀餐廳為例
Authors:	黃淑芳
Contributors:	休閒與遊憩管理學系碩士在職專班
Keywords:	景觀餐廳、服務品質、IPA、Landscape restaurant、Service quality、IPA
Date:	2018
Issue Date:	2018-07-11 01:09:04 (UTC+0)
Publisher:	亞洲大學
Abstract:	本研究旨在探討景觀餐廳服務品質，應用IPA分析法分析東星屋景觀餐廳之服務品質，藉以提供景觀餐廳業者經營策略之參考。研究方法採問卷便利發放，以曾在東星屋景觀餐廳用餐過的顧客為研究對象，共收集295份樣本問卷。運用描述性統計分析、成對t檢定，藉由得出之資料進行重要程度與滿意程度分析，以IPA矩陣的四個象限：繼續保持、過度開發、優先改善及次要改善等四個象限進行探討。整體而言，顧客對東星屋景觀餐廳的服務品質滿意度皆低於消費者知覺的服務品質重要程度，業者仍必須持續努力提升整體服務品質滿意度，提高顧客再購意願與知名度，以期提升競爭優勢。 This essay is for the service quality of landscape restaurant, using IPA to analyze the service quality of 東星屋景觀餐廳 (East Star House Restaurant), to provide a reference of the business operation strategies for landscape restaurants. Research method is to collect questionnaires by convenient sampling surveys from customers who had been dining at the East Star House Restaurant. A total of 295 questionnaires were collected. The data obtained by descriptive statistical analysis and paired t-tests was analyzed the degree of importance and level of satisfaction. Four quadrants of the IPA matrix: continuous maintenance, over development, priority improvement, and minor improvement are reviewed. In general, customers’ satisfaction for the service quality of the East Star House Restaurant is that both are lower than the consumer perception for service quality, and operators must continue to work hard and to increase overall service quality satisfaction and customer repurchase intention and restaurant’s popularity in order to improve competitiveness.
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