Service quality is a crucial factor affecting customer satisfaction. The importance of service quality was recognized by Parasuraman et al.(1985) and improved in many studies. This research empirically investigates the feasibility of the six various restaurant outlets of the Grand Hi-Lai hotel in Kaohsiung using DINESERV, a 29-item instrument developed in 1995, hoping to explore the relationship between service quality and customers¡¦ satisfaction.
A total 210 questionnaries were filled out by the customers of the restaurants and 153 were returned effectively. The data analysis goes to the conclusions presented as follows:
(1) the experience of the service quality will positively impact its customers¡¦satisfaction,
(2) the assurance and empathy of service quality has more power to influence the customers¡¦ satisfaction,
This empirical study gives a guide to the managers of the restaurants that only the unique, surprising and touching service is the key to get customers¡¦ heart.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0214111-182548 |
| Date | 14 February 2011 |
| Creators | Wang, Ya-chi |
| Contributors | Hsien-tang Tsai, Tsuang Kuo, Iuan-yuan Lu |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0214111-182548 |
| Rights | not_available, Copyright information available at source archive |
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