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    篇名/題名:消費者對於不同層級餐飲業再度消費因子之探討
    摘要:Abstract

    Definitely, consumers pay different attentions to numerous service elements of different levels restaurant business. This research is trying to understand consumers' attentions of different levels restaurant business. We expect we can find different managerial strategies, aim at target customer groups in order to enhance competitive strength from different levels of restaurant business.
    We adopted individual interview and questionnaire survey on customers of Wang Steak and3 Royal 3 House. 600 copies of questionnaire were issued and we got 517 copies qualified questionnaire. In our questionnaire, we discuss customer importance degree in every service factor, customer satisfaction in every service factor, and its relationship with customer loyalty. Different restaurant business levels should carry out different managerial strategies in order to reach the perfect competitive strength.
    Through this research, our findings are as follows.
    1. Customers from high level restaurants pay much attention to service staffs, ways of paying and quality of products whereas customers from low level restaurants pay much attention to their sanitation. However, high importance and low satisfaction of service property in both restaurants is parking lot issue and traffic convenience.
    2. Consuming motive from consumers in different levels restaurant business has apparent differentiation. Consumers in lower level restaurant business are young generation, and their consuming motive is for chatting. Consumers in higher levels restaurant business are higher age generation and their motive is for gourmand or family reunion.
    3. Information gained from consumers in different levels restaurant business also has apparent differentiation. Consumers from high levels restaurant business is through relatives introducing or public praise whereas consumers from lower level restaurant businesses is through public advertising and self-experience.
    4. It appears apparent correlation on overall satisfaction and customer loyalty from consumers in different levels restaurant business.
    5. It has apparent differentiation on overall satisfaction and customer loyalty from different customers' group (age, education, occupation) in different levels restaurant business.
    Through the point of view of customers on satisfaction and loyalty of different levels restaurant business, we expect to find business niche that can be basis to adjust business strategies.
    Key points: Service quality、Customer Satisfaction、Repurchase 、Customer Loyalty
    類型:期刊論文
    版次:服務業管理評論,第一卷,第二期,頁105-130。
    西元出版年:2005
    著作語言:zh-TW
    作者:陳昭靜
    學校系所:會計資訊系