複合式餐廳服務品質與忠誠度之研究－以某科技大學學生為例

The Research of Service Quality and Loyalty on the Complex Restaurants-A Case Study of Technology University Students

10.29463/2008chanye.200804.0497

陳鉉文(Hsien-Wen Chen)；黃士哲(Shih-Che Huang)；張瑞莉；黃碧玉；黃秀鳳；黃如英；謝千惠；林億婷

複合式餐廳 ； 服務品質 ； 忠誠度 ； complex restaurant ； service quality ； loyalty

運動休閒產業管理學術研討會論文集

2期（2008 / 04 / 01）

497 - 507

繁體中文

隨著複合式餐廳的普及與學生消費能力上升，學生族群已逐漸成為複合式餐廳之主要顧客群之一，因此探討目前大專學生對於複合式餐廳服務品質與忠誠度的關聯性，將有助於複合式餐廳業者改善服務品質，期能有效提升消費者忠誠度。本研究以中部某科技大學264位學生來做為研究對象，研究結果發現:複合式餐廳雖可提供學生用餐的需求滿足及舒適優良的環境，然而業者必須提供優良的服務品質，這樣才能保有學生對複合式餐廳的忠誠度。研究結果可提供複合式餐廳業者經營之參考。

In popular of consumption in the complex restaurant, the students have been gradually become one of the main customer groups. Therefore, the purpose of this study is to discuss the relationship between the service quality and the loyalty of college students in complex restaurant. Results will be helpful for the owners to improve the service quality and may effectively promote the consumer loyalty. 264 students of the Technology University were invited to join this research. This study found that the complex restaurants have to provide fine service quality, and then college students keep the loyalty for the complex restaurants. This result of the research can provide reference to the owners of the complex restaurants.