题名

餐飲業服務品質、口碑傳播與再購意願之相關性研究

并列篇名

The Relationships among Service Quality, Word of Mouth Communication and Repurchase Intention: A Study in the Hospitality Industry

DOI

10.29429/JSLHR.201212_7(4).05

作者

鄭妃君(Fei-Chun Cheng)；陳瑞龍(Jui-Lung Chen)

关键词

餐飲業 ； 服務品質 ； 口碑傳播 ； 再購意願 ； Service Quality ； Word Of Mouth Communication ； Repurchase Intention ； Hospitality Industry

期刊名称

運動休閒餐旅研究

卷期/出版年月

7卷4期（2012 / 12 / 01）

页次

63 - 81

内容语文

繁體中文
中文摘要

本研究旨在探討餐飲業服務品質、口碑傳播與再購意願三者之關係。以新竹市連鎖餐飲業顧客為研究對象，採用問卷方式發放進行資料收集，再透過敘述性統計分析、信度分析及階層式迴歸分析進行資料分析。研究結果發現：一、口碑傳播中的滿意程度主要受到服務品質構面「保證性」及「關懷性」的影響。二、口碑傳播中的推薦他人主要是受到服務品質構面「關懷性」的影響。三、顧客的再購意願受到服務品質構面「關懷性」的影響最大。最後，根據研究結果提出建議，以供餐飲業者作為經營管理的參考。
英文摘要

The purpose of this research is concentrated on investigate the relationships among service quality, word of mouth communication and repurchase intention in the hospitality industry. By using questionnaire, descriptive statistics, reliability analysis and multiple regression analysis to analyze the effects of service quality and word of mouth communication on repurchase intention, the results are as follows: (1) The dimensions of service quality-assurance and empathy influence on the dimension of word of mouth communication-satisfaction; (2) The dimension of service quality-empathy influence on the dimension of word of mouth communication-recommendation; (3) The dimension of service quality-empathy influence on repurchase intention. Some implications and suggestions will be offered for the manager of the hospitality industry on the empirical results.
主题分类 人文學 > 地理及區域研究
社會科學 > 體育學
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被引用次数
  1. 陳宥辰、紀俊瑋、邱暐澐、王怡潔(2014)。五星級飯店餐飲服務品質及顧客滿意之研究。嘉南學報（人文類），40，77-94。
  2. 劉嘉麒,朱永蕙(2017)。過度服務、滿意度與再購意願間知覺價值之干擾效果－以王品牛排為例。休憩管理研究，4(2)，55-74。
  3. 劉嘉麒、朱永蕙(2017)。品牌形象、服務品質對顧客滿意度、口碑與再購意願影響之研究－以夏慕尼新香榭鐵板燒為例。休閒產業管理學刊，10(2)，29-51。
  4. 楊靜怡,唐志偉,王秉鈞(2021)。大學美食街店家經營特色探討再購意願與推薦意願之研究。運動休閒餐旅研究，16(3)，18-42。
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