| Summary: | 碩士 === 國立虎尾科技大學 === 經營管理研究所 === 101 === Recent years, the government vigorously promote the innovation services, and committed to build a international strength of Taiwan''s chain and franchise brand, and hopes to become a chain and franchise industry driven by the engine of economic growth in Taiwan. The future development of the chain restaurant industry is highly anticipated, so the Department of Commerce plans through the specific measures to enhance the chain and franchise industry to enter the international strength. If chain and franchise industry improve service quality and increase customer satisfactioncan be further develop customer loyalty, and expand the existing new customers and increase customer repurchase intention.Therefore, the study focuses on the restaurant management of the most important topics："service quality"to conduct research, to understand the quality of catering industry services planning direction. From the tangible services (the hardware facilities, software facilities) ,and intangible services (delivery speed of food, closing speed of tables) ,and we want to identify significant differences projects, as owners specific improvements issues.This study is using Huwei Iron Chef lo mei as an example, the use of open-ended questionnaire for customers for visit picking random sample manner, the respondents have been asked for recycling after an empirical study. By analyzing the results showed that: First, the service quality has a significant positive impact on customer satisfaction.Second, service quality has a significant positive impact on customer loyalty.Third, customer satisfaction has a significant positive impact on customer loyalty. Four, customer satisfaction on service quality and customer loyalty no significant interaction between the intermediary results. Fifth, the demographical variables of gender, marital status, age, education, occupation, average monthly income for the service quality, customer satisfaction and customer loyalty are significant differences.
|
|---|
