海鮮餐廳服務績效之衡量與改善－以澎湖X餐廳爲例

The Measurement and Improvement of Service Performance for sea-food Restaurants: A Penghu Case Study

10.29429/JSLHR.200812_3(4).11

康桓甄(Huan-Chen Kang)

海鮮餐廳 ； 重要性－績效分析 ； 重要性－滿意度分析 ； 服務品質缺口 ； sea-food restaurant ； importance-performance analysis ； importance-satisfaction analysis ； service quality gap

運動休閒餐旅研究

3卷4期（2008 / 12 / 01）

191 - 203

繁體中文

澎湖位處離島，擁有豐富的海洋資源，吃道地澎湖海鮮一直是吸引遊客蒞澎旅遊之重要因素。然而海鮮餐廳林立，競爭自然相當激烈，因此海鮮餐廳業者如何維持適度的競爭力，甚至脫穎而出是當地海鮮餐廳業者關切之重要課題。本研究採用重要性－滿意度分析方法(Importance-Satisfaction Analysis)及服務品質缺口（顧客滿意度與重視程度）之分析，決定各服務項目評估屬性之管理改善的優先性，以作爲餐廳業者服務績效改善及策略研擬之基礎。由研究結果顯示，海鮮的新鮮度及員工的教育訓練是澎湖X餐廳必需著手進行改善之主要項目，可提供該業者加以參考改進而有效的提升其營業績效。

Penghu archipelago locates in the Taiwan Strait with abundant ocean resources. Having the sea-food is an important factor to attract the tourists. However, the competitiveness among seafood restaurants is severe. Thus, how to sustain the competitive competency of seafood restaurants even if sharing with the most of markets is the critical issue for the restaurant's owners. Te study employs the methods of importance-satisfaction analysis and service quality gap (the difference between satisfaction and importance) analysis to determine the priorities of the service item improvement for the reference of restaurant management in service performance. This research results show that the freshness of sea-food and the personnel training are the most important items which should be improved by X restaurant to increase the operation performance.

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