The Customers'' Satisfaction of Campus Catering-Case Study in I-Shou University

• Main Authors: Chi Huang, 黃繼
• Other Authors: Chiao - Ping Po
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/63617884365006891642

碩士 === 義守大學 === 管理研究所碩士班 === 96 === This research focuses on Customer Satisfaction of the campus restaurants and the relative efficiency of the overall assessments in order to provide the campus restaurants with improvement references when doing business management. In the existing discussions and theses, Data Envelopment Analysis (DEA) is mostly applied to discuss the "Financial Dimension" of the corporations and is to study the efficiency of the input and output values. However, not only should the "Financial Dimension" be analyzed in the corporation’s operation performance, but "Non-financial Dimension" also should be taken into consideration to completely show the overall operation performance. Therefore, this research uses Balanced Score Card (BSC) to divide dimensions into four. In addition to the "Financial Dimension" there are other three "Non-financial" dimensions used to be measurable indicators. Then, the proper input and output items of the campus restaurant unit’s efficiency are carefully selected. Last, we used Data Envelopment Analysis (DEA) to investigate the relevance of each campus restaurant’s operation performance. This research conducted a questionnaire sample survey of the consumers of the evaluated unit with "Non-financial" dimensions, which include "Customer","Internal Process," and "Learning and Development" dimensions. The research found that the staff of the eight campus restaurants of I-Shou University thinks that the major factor that influences Customer Satisfaction is the dimension of “Learning and Development.” Thus, the "relatively inefficient" restaurant could make improvement according to the relevant parts of its own "Learning and Development Dimension." Moreover, the staff of the eight campus restaurants of I-Shou University made a total assessment based on "Customer"， "Internal Process "， and "Learning and Development" dimensions. The results show that the DMU-E Restaurant’s total value of the restaurant’s efficiency is the highest, which is the "relatively high-efficient restaurant," while the DMU-R Restaurant’s total value of efficiency is the lowest, which is the "relatively inefficient restaurant".