桶餐餐食服務品質重視度與滿意度之研究

A Research of the Importance and Satisfaction of the Bail Lunch's Service Quality

10.29985/HKJA.200906.0005

張育甄(Yu-Chen Chang)；林慧生(Hwei-Shen Lin)；李永馨(Yung-Hsin Li)；陳雪霞(Hsueh-Hsia Chen)

桶餐 ； 服務品質 ； 重視度 ； 滿意度 ； Bail lunch ； Service quality ； Importance ； Satisfaction

華岡農科學報

23期（2009 / 06 / 01）

61 - 73

繁體中文

隨著社會型態的快速變遷外食人口有增加的趨勢，就國人午餐的外食市場而言「桶餐」為團膳業者主要的供餐方式，從團膳業者專業的服務品質可體現出餐飲經營成敗的關鍵。若能深入了解消費者對桶餐餐食的重視程度與滿意程度的感受，將可以作為服務品質的重要指標，有助於提升消費者再消費的意願。本研究使用個人背景變項調查表、服務品質重視度量表與服務品質滿意度量表，選取台北縣、市食用桶餐餐食之消費者600人為研究對象，以立意取樣的方式進行問卷調查與分析。其調查結果以統計套裝軟體SPSS12.0 for windows進行次數分配百分比、平均數、標準差、獨立樣本t 檢定、單因子變異數分析（若有顯著差異再進行Scheffe 事後檢定）。研究結果為：桶餐餐食消費者之服務品質重視度，最重視的構面為「用餐器具」，最滿意的構面為「配送時間」與「顧客服務」；且重視度會因為消費者「年齡」與「教育程度」的不同而有顯著差異存在，滿意度會因為消費者「年齡」、「教育程度」、「職業」、「居住狀況」與「平均月收入」的不同而有顯著差異存在。

Along with the fast change of the society, the woman puts into the employment market massively and the out eating populations increase gradually. For the out eating market in Taiwan, most food is supplied by the way of bail lunch. However, professional service quality is the key point of success or failure of the food and beverage. If business men knew the feeling of the consumers about bail lunch, it will be helpful to advance the wish of consumers to consume again. The research included the investigation of the personal background, the service quality respect, and satisfaction. Targeted at the consumers of 600 consumers who edible bail lunch in Taipei area. Purposive sampling used for survey research and the analysis. The questionnaires are suited the software SPSS for windows 12.0 to carry on analysis by the statistical methods of frequency, average, standard deviation, t test, One-way ANOVA, Scheffe's posterior comparison and Chisquare test. This is the result of the study. Consumers pay most attention on the service quality of bail lunch. However, the appliance of the dine is most important of all. Besides, consumers are most satisfied with the delivery of the time and the service of the customer. The degree of the importance is different because of the age and the level of education of the consumer. The degree of satisfaction is indicated a significant difference by the age, education level, occupation, housing condition and the average month income.