An investigation into the Relationship among Service Quality, Customer Satisfaction and Behavioral Intention in Tourist Hotel Restaurant

• Main Authors: Po-Chou Chuang, 莊博州
• Other Authors: Wei-Yuan Wang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/60197948582651054473

碩士 === 實踐大學 === 企業管理學系碩士班 === 98 === Due to the increasing income which stimulated by the economy growth and the transition of both social and family structure, also the policy of two days weekend, the number of People eating out in Taiwan have enhanced stably in recent years. According to the research by Parasuraman, Zeithaml and Berry in 1996, customers’ Behavior will be affected by not only mastering the customers’ demands but also offering decent benefit and satisfactory services. This research took the customer having meals in some of the Tourist hotel Restaurant in Taiwan for example, and received 477 usable questionnaires by issuing 500 questionnaires, which shows a 95% of valid response rate. This study uses SPSS to evaluate the relationship among Service Quality, Customer Satisfaction, and Behavioral Intention and use LISREL to test and verify the relations between the mediation effects. The empirical findings are: (1) the Service Quality has a positive impact on Customer Satisfaction (2) Customer Satisfaction has a positive impact on different Behavioral Intention (3) Customer Satisfaction has a mediation effect on the relationship between service quality and Behavioral Intention.