Title page for etd-0621112-005715


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URN etd-0621112-005715
Author Wan-jung Cheng
Author's Email Address cwj9988@yahoo.com.tw
Statistics This thesis had been viewed 5587 times. Download 3880 times.
Department Business Management
Year 2011
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Catering service quality and customer satisfaction
Date of Defense 2012-05-11
Page Count 121
Keyword
  • responsibility
  • assurance
  • tangibles
  • customer satisfaction
  • service quality
  • Abstract Looking back the past and prospecting for the future, Taiwan’s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer’s value will be the only way to ensure the business stand in the position of not defeated. Restaurant industry is a kind of service industry; the service quality and customers’ satisfaction are always the bases for its subsidence.
    This study aims to investigate effects of customers’ perceived service quality, customers’ satisfaction, and specific acts customers towards the restaurants. The statement provides the understanding of comprehensive perspectives of customers’ sense, perception, service satisfaction and differences of demographic analysis. The quantitative method is adopted to realize the demographic influence on the customers’ perceived service quality and satisfaction via the data collection of questionnaires. The analyzed data has proved that the customers’ satisfaction and perceived service quality develops a positive influence of each other. It means that the better service quality perceived the higher customers’ satisfaction received. “Empathy, assurance and reliability” are the crucial elements of service quality. The factors for customers on different gender, at different restaurant location, by different number of diners and for different purposes of dinning can apparently impact on the outcome of customers’ satisfactions. 
    The key factors for increasing the catering competiveness rely on the “service quality” and providing catering workers with trainings and cultivation on the realization of “assurance, reliability and empathy”. From the viewpoint of service quality and customers’ satisfaction, the first-line service personnel usually play an important role for satisfying customers’ needs, and their performance will significantly lead to the overall satisfaction and influence on the restaurant as well as the company.
    Advisory Committee
  • Iuan-yuan Lu - chair
  • Liu, Pin-Yang - co-chair
  • Hsien-tang Tsai - co-chair
  • Tsuang Kuo - advisor
  • Files
  • etd-0621112-005715.pdf
  • indicate access worldwide
    Date of Submission 2012-06-21

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