碩士 / 朝陽科技大學 / 休閒事業管理系 / 105 / Some scholars have discussed the issue of over-service in recent years,for persuing exellent service quality, the industryoffer the services beyond the consumer expectationes, but it makes customers feel some kind of negative emotion, such as being disturbed, embarrased or uncomfortable, past studies confirmed that the restaurant industry has this phenomenon in Taiwan.
Haidilao restaurant is famous for service qualityin China, in order to understand how the quality ofservice and whether there is over-service situation for Taiwanese, this study used IPA method and over-service scale to judge the service quality of Haidilao restaurant. The study investigates the level of importance and satisfaction of comsumers to analyze the service quality attribute to make specific suggestions for the manager or other restaurants, and will survey the distribution of over-services in the IPA matrix.
This study divides the restaurant merchandise into meals, support facilities, staff services and recreational services. The results show that the people are most satisfied with the staff services, and the food portion and diversity are the most need to improve.The restaurant productpeople are most concerned about is meal, followed by staff services, support facilities and recreational services.The restaurant's meals and recreational services have a positive impact on repurchase intention of guests. Consumers have some perception of over-service during the dinig experience, and recreational services are stroger than the staff services, the male have more feeling of over-service than the female, and ‘‘regular attention and inquiry’’ of staff services also make people feel more over-service. The top five over-service itemfall intothe third and the fourthquadrant of IPA matrix.Different background consumers have different opinions on importance, satisfaction, perception of over-service and repurchase intention, showing that their perception of service quality is different.
| Identifer | oai:union.ndltd.org:TW/105CYUT0675008 |
| Date | January 2017 |
| Creators | FU, CHING-HSUAN, 傅靖瑄 |
| Contributors | Huang, You-Jie, Lin, Yen-Yu, 黃有傑, 林晏瑜 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 87 |
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