文化大學機構典藏 CCUR:Item 987654321/22965
English  |  正體中文  |  简体中文  |  全文笔数/总笔数 : 46962/50828 (92%)
造访人次 : 12408835      在线人数 : 1273
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    主页 ‧ 登入 ‧ 上传 ‧ 说明 ‧ 关于CCUR ‧ 管理 到手机版


    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://irlib.pccu.edu.tw/handle/987654321/22965


    题名: 台北市咖啡連鎖店服務品質管理與顧客滿意度之研究
    作者: 王麗菱
    鄭博宇
    贡献者: 農學院
    关键词: 服務品質
    顧客滿意度
    咖啡連鎖店
    日期: 2005-12
    上传时间: 2012-09-11 09:29:10 (UTC+8)
    摘要: 本研究旨在瞭解台北市咖啡連鎖業服務品質管理之現況，找出影響連鎖咖啡店服務品質之重要因素，並探討服務品質管理與對顧客滿意度之關係，透過個案研究、問卷調查等法進行，研究發現：「顧客知覺之服務品質」會因顧客之「教育程度」、「平均月收入」之不同而有差異；「顧客滿意度」會因顧客「性別」、「教育程度」、「職業」、「平均月收入」之不同而有差異；台北市咖啡連鎖店「顧客滿意度」與「服務品質管理」有相關性存在。本研究亦探討台北市咖啡連鎖店消費顧客對服務品質重視程度、滿意程度與相關消費經驗。
    The eating behaviors of Taiwanese have been changed by the culture interflow. The quantity consumed of coffee grew very rapidly and new coffee chain sprang up in recent years in Taiwan. The purposes of this study is to understand the consumer behavior, look for factors affected the levels of importance of service quality customers perceived, and explore the relation with customer satisfaction. Face to face questionnaire survey was used in this study. The places of the survey were at two branch stores of different coffee chain shops. 600 valid samples were collected. The average frequency of visit for the most customers was less than three times monthly. The main consuming motive was to date with friends. The most important reason of selecting coffee shop was convenience of traffic. When customers were dissatisfied, they will complain to shop assistant first. The top 3 important reasons for customer value to service quality were "cleanness of shop front and rest room", "interior decoration" and "hygiene and safety of food". The importance of service quality varied from "level of education" and "monthly expenditure". The customer satisfaction varied from "gender", "level of education", "vocation", and "monthly expenditure". The importance of service quality was positive related to customer satisfaction. According to the study result, it is suggested that the chain coffee shops may take different promotions by customers' demographics and effective marketing strategies should be generated.
    關聯: 華岡農科學報 (16期) ：p1 -25
    显示于类别:[農學院] 學報-華岡農科學報

    文件中的档案:

    档案 描述 大小格式浏览次数
    index.html0KbHTML383检视/开启


    检视Licence

    在CCUR中所有的数据项都受到原著作权保护.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈