| Summary: | 碩士 === 東海大學 === 餐旅管理學系 === 104 === The basic and important elements for running a restaurant business are delicious foods, touching service, atmosphere and overall satisfaction. Although everything is settled, sometimes customers are easily expecting more than they actually experienced. Therefore, service cognition of actual experience has direct influence on customer’s satisfaction.
Since the business competition is high and the consumers demand for better quality , if an enterprise would like to build a sustainable and unbeatable business, it must proposes a strategy to promote its service quality and at the same time to pursuit customer’s satisfaction. Therefore, 5 gaps of an enterprise can be found by using PZB service quality model in this study. There is a service quality reform plan for gap 2, 3 and 5. Relative policies will be led in gap 2 and 3. SERVQUAL and DINSERV scales are used in gap 5 as the instruments of measurement. For offering reformation on service quality in an enterprise, its rules and regulations should be planned and executed fully and systematically.
Dia-Sakura Japanese Cuisine is the sample as an independent restaurant in this study. It also is the enterprise leads in policies and rules, regulations and standers which will give itself another level. Although it is an independent restaurant, after reformation, it has the complete system and high level service quality which a large chain restaurant has. So as to make an independent restaurant has the possibility to create, copy and expand. Meanwhile, service quality is the highest level for all matters and makes it as the learning, following, and imitating model for other independent restaurants.
Key words: Service quality, PZB service quality model, SERVQUAL
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