题名

服務品質、價值、滿意度及行為意圖關係之研究－以打狗英國領事官邸餐廳為例

并列篇名

The Relationships among Service Quality, Value, Satisfaction and Behavioral Intention: A Case Study of the British Consulate at Takao

DOI

10.6158/JLTIR.201012_5(1_2).0004

作者

蔡雨勲(Yu-Shiun Tsai)；李明聰(Ming-Tsung Lee)；劉修祥(Hsiou-Hsiang Liu)

关键词

餐廳 ； 結構方程式 ； Restaurants ； SEM

期刊名称

休閒暨觀光產業研究

卷期/出版年月

5卷1&2期（2010 / 12 / 01）

页次

54 - 69

内容语文

繁體中文
中文摘要

隨著慢食、慢活、樂活風潮的興起，人們假日選擇餐廳不再以價格為主要考量因素，對於服務品質之要求也有差距，根據文獻回顧來探討服務品質、價值、滿意度及行為意圖對打狗英國領事官邸餐廳餐廳之影響。本研究旨在探究顧客對餐廳之服務品質、價值、滿意度及其行為意圖之關係。研究對象以在打狗英國領事官邸餐廳用餐之顧客，採非隨機便利抽樣共獲得有效樣本271份。研究結果顯示服務品質是最重要之決定因素，餐廳服務品質與價值對顧客之行為意圖產生重大影響，而價值間接影響服務品質。最後依研究發現提出建議，並提供打狗英國領事官邸餐廳業者管理上之參考。
英文摘要

With the slow food, slow living, the rise of the LOHAS (lifestyles of health and sustainability), people choose to holiday in the price for the restaurant is no longer the main considerations, based on literature review to explore the service quality, value, satisfaction and behavioral intention to the impact of the British Consulate at Takao. This study was designed to explore the restaurant's customer service quality, value, satisfaction and the relationship between behavioral intentions. Study in the British Consulate at Takao meal of customers, to facilitate the mining of non-random sample of a total of 271 effective samples. The results showed that service quality is the most important determinants of restaurant service quality and value of customers have a significant impact on behavioral intention, and the value of indirect impact on quality of service. The study found the final in accordance with recommendations and to provide consular official residence of the British seizing and restaurant management industry reference.
主题分类 人文學 > 地理及區域研究
社會科學 > 體育學
社會科學 > 管理學
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被引用次数
  1. 陳貴凰(2012)。辦桌節慶活動觀光客體驗價值、幸福感與行為意圖之研究。人文社會科學研究，6(4)，1-25。
  2. 劉仲矩、詹孟慈(2013)。餐廳美學重要性之研究。行銷評論，10(3)，271-292。
  3. 施光訓、林靜怡、林秋錦(2014)。服務品質可以提升房仲業顧客滿意程度？。嶺東學報，36，35-51。
  4. 鄭青展、陳鉦達、張雅媛、施光恆、林冠潔(2017)。產品創新、體驗行銷、知覺品質對顧客滿意度之影響─以觀光工廠為例。會計與財金研究，10(2)，1-25。
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