| Summary: | 碩士 === 國立成功大學 === 高階管理碩士在職專班 === 95 === The restaurant industry is combined with social current, and its development characterizes the track of change of living culture and the attitude of citizens. With the improvement of living standard and the liberalization and internationalization of business environment, the restaurant industry has developed from the traditional form toward chain store, complex, cyberization and large scale. Plus the functions of recreation and health care, it has even become the food service industry. In this industry, the industrial benefits and value are constructed by selling both tangible commodities and intangible commodities.
Therefore, this research probes into the key success factors (KSF) for improving customer satisfaction in the food service industry, and applies the analytic hierarchy process (AHP) to extract the key success factors from the results of questionnaire investigation on the consumption population of food service industry in Tainan. The sequencing of the factors is as follows:
Rank Evaluation Index
1 Food health and safety
2 Clean internal and external environment
3 Delicious food
4 Convenient parking for motorcycle and car
5 Timely service offered by servants
6 Short waiting time at ordering counter
7 Kind attitude of service
8 Responsible attitude
9 Spacious and comfortable space
10 Comfortable internal environment and atmosphere
11 Tidiness of servants' dressing
12 Clean and good dishware
13 Reasonable price
14 Detailed list of consumption items
15 Clear description of menu
16 Diverse kinds of food
17 Quick response to order
18 Quick check-out service
19 Service hours conforming to demand
20 Enough promotional activities
21 Near location / Many branches
22 Conspicuous signboard
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