| Summary: | 碩士 === 元智大學 === 經營管理碩士班(企業管理與服務科學學程) === 101 === Because Taiwan’s service industry is vigorous development, service markets compete sharply. Among others, catering industry is the most competitive. Managers of catering industry develop business model of chain for increasing competition. Managers of chain restaurant devote to find key antecedents to impact customer satisfaction. That helps enterprises to develop sustainability. In past studies, customer satisfaction studies of catering industry found service quality and perceived value have different degree in impacting customer satisfaction. And past researches often measure overall service quality and perceived value. Therefore, this study not only tries to analyze the relationship of service quality, perceived value and factors of components with customer satisfaction but analyze the degree in impacting customer satisfaction. In addition, food quality is one of important factors to affect customer satisfaction in chain restaurant but only few past researches have discussed. Therefore, food quality integrates into this research model. The purpose of this study is that managers of chain restaurant can use limited resources efficiently to operate business activities in order to gain higher customer satisfaction by understanding key factors.
This study used paper questionnaire to survey and eventually the number of valid sample was 333. The results find service quality, tangibles, reliability, assurance and empathy significantly impact customer satisfaction and food quality has the relationship with customer satisfaction. Perceived value, monetary price and behavioral price also significantly affect customer satisfaction.
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