A Study of Service Quality and Customer Satisfaction for Chain Restaurant Industry - A Case of Wowprime Restaurant Group

• Main Authors: Chen,Hung-Ming, 陳宏明
• Other Authors: Liu,Shiang-Tai
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/8p2r87

碩士 === 萬能科技大學 === 經營管理研究所在職專班 === 102 === Catering industry has been flourished well little by little in our country, the pattern also more and more expanded gradually. Especially, WOWPRIME’s management is famous for customer satisfaction . At present, conscious of consumers rise gradually. However, everybody go to restaurant is not only eat but also need to satisfy sense of sight, experience, curious and enjoyment and so on.The experience for the consumer has upgraded its degree of self-satisfaction, therefore, it’s different to buy commodity or experience of service satisfaction at past. In this study, service quality of chain restaurant industry, service recovery and customer satisfaction are the research topic, and the role of customers to discuss the WOWPRIME and the Group's catering industry. This study through questionnaire statistics empirical analysis,and study results showed that: different background of customers, their viewpoint is same for quality of service; among (1) Customer awareness of different aspects of the quality of service found that included different age, education, the average monthly income and the years of work experience of customer ,and their perception of the environment and security dimensions are significant difference.(2) In customer satisfaction, awareness of services, customers of different ages and there are significant differences in safety and professional information in terms of adequate views.(3) The attitudes held by customers on service failures to different age, average monthly, income, years of service, meal times on the "poor staff attitude" have significant differences in the presence of service failures. (4) Customer preference for service recovery strategies difference aspects, customers of different qualifications, years of work experience of the staff did not pay attention to the interests of the customer service failure recovery strategies have significant differences. (5) Different types of service failures for customer and it’s service recovery strategies satisfaction analysis found that there were significant differences in the intensity of the situation.