| Summary: | 碩士 === 育達商業科技大學 === 休閒事業管理系碩士班 === 101 === This Study focused on Sushi Express, the leading revolving sushi restaurant in Taiwan. The connection among service quality, customer satisfaction, and customer loyalty was investigated by random questionnaire on customers in the towns of Toufen and Miaoli. The first part of the questionnaire was basic personal information, and the second, third and fourth parts of the questionnaire were to measure the service quality, customer satisfaction and customer loyalty of Sushi Express, which were quantified through the five-point Likert scale. Service quality was measured on four constructs of tangibility, reliability, responsiveness, and assurance and empathy. Satisfaction was measured on three constructs of food, price, and service. The survey data was analyzed by descriptive statistics, independent sample T-test, one-way ANOVA, Pearson correlation analysis, and regression analysis.
Based on the findings from the data analysis, the conclusions were as follow: (1) the customers had a positive evaluation of service quality, satisfaction and loyalty of Sushi Express; (2) some demographic variables affected the variance in service quality and customer satisfaction; (3) both service quality and customer satisfaction were positively correlated with customer loyalty; (4)“assurance and empathy” of service quality and “food” , “price” and “service” of customer satisfaction could effectively predict customer loyalty.
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