碩士 / 世新大學 / 傳播管理學研究所(含碩專班) / 106 / There are more and more Taiwanese restaurant holders rushing to enter China market because of various success stories being spread out and became an investment trend. Despite of similar cultures, there are various advantages for investing in China, one of the most important one is that: Catering industry market scale in mainland China were up to 3.5 trillion by 2016. Although can’t neglect the purchasing ability for Chinese dwellers, we believe that domestic market in China will be the hope for business to grow continuously.
We did this research on a Taiwanese restaurant chain: “Chamate” in Shanghai. We selected four branches to participate in the research: Jingan Store in Jingan district; Cloud Nine Store in Changning district; Grand Gateway Store in Xuhui district and Cloud Nine Store in Minhang district. Customers to participated in the research were sampling by clients who ate in Chamate restaurant in Shanghai within three months. We use the process of convenient sampling: hand out 100 questionnaires to each restaurants, 400 in total. Received 374 valid questionnaires, in which we got 172 from male and 202 from female objects of study.
The research focused on the connection between service quality, customer satisfaction and customer loyalty. We also discussed differences for customers with different variables on population statistics. Our findings on service satisfaction, customers will grades depends on these top three factors:"Food being made correctly","Training for Servers" and "Employees dressed neatly". There are 5 influential factors for service quality versus customer satisfaction, in which the most important one is "Visibility", and followedby "Empathy", "Reliability", "Reactivity". The least important one is "Guaranteed". There are highly positive correlation between "Customer Satisfaction" and "Customer Loyalty". Last we will raise the conclusion, research limitation and suggestion for future research.
| Identifer | oai:union.ndltd.org:TW/106SHU00375001 |
| Date | January 2018 |
| Creators | HUANG, KUO-HSIANG, 黃國翔 |
| Contributors | HSU, AN-CHI, 許安琪 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 78 |
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