Title page for etd-0418115-105503


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URN etd-0418115-105503
Author Ye-sing Li
Author's Email Address No Public.
Statistics This thesis had been viewed 5368 times. Download 2833 times.
Department Business Management
Year 2014
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title A Study on the Relationship among Service Quality, Customer  Satisfaction and Repurchase Intention in Catering Industry - The Moderating Effect of Catering Type
Date of Defense 2015-05-21
Page Count 138
Keyword
  • Customer Satisfaction
  • Catering Types
  • Catering Service
  • Servuce Quality
  • Repurchase Intention
  • SERVQUAL
  • Abstract This study is based on the ‘‘concept of service quality model’’, to probe into the impact on the relationship in catering industry among service quality, customer satisfaction and repurchase intention.The study uses DINESERV as a measuring scale, to test if there is a positive relationship between service quality and customer satisfaction. And further to verify the moderation of catering types (operating patterns, supplied dishes, service style) and the mediation of customer satisfaction between service quality and repurchase intention. A total of 505 valid samples in this study, gathered from participants the last dining experience in physical stores and proceeded it to quantify analysis. The results show that service quality and customer satisfaction have a significant positive relationship. And the sub-dimensions of service quality, Assurance, Empathy and Reliability have the most significant influence, indicates that consumers attach more importance to the service provider's professional ability and meet their psychological demands. When catering types as the moderator, it can be found that beverage service has the special operating patterns which bring the highest repurchase intention; the difference between supplied dishes can be found in Japanese restaurants’ repurchase intention is significantly lower than Western-style restaurant’s; the service style has a significant impact on customer satisfaction. Convenient-service provides low degree of service but high price gets the lowest customer satisfaction. The customer satisfaction to be the mediator of relationship between service quality and repurchase intention, has the complete mediation.
    Advisory Committee
  • Tsai, Hsien-tang - chair
  • Huei-Mei Liang - co-chair
  • Lu, Iuan-yuan - advisor
  • Tsuang -Yi Kuo - advisor
  • Files
  • etd-0418115-105503.pdf
  • indicate access worldwide
    Date of Submission 2015-05-18

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