| Summary: | 碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 106 === In recent years, many businesses have experienced difficulties in operation because of the recession of the global economy, but meanwhile the catering industry in Taiwan has surprisingly been thriving and booming. The relative high profits in the catering industry, compared to those in other industries such as manufacturing, have attracted many entrepreneurs with no catering background to enter the catering market, which leads to fierce competition. As a result, in order to survive and even be outstanding in such a highly competitive market, it is necessary for businesses to find out their core competence by listening to customers’ voice. The research aims to find out customers’ needs and the core competence of the K Company through establishing the management opportunity grid and analyzing the importance and customer satisfaction of service items provided by the K Company from customers’ perspectives. The findings from the study can be served as a direction and guideline for the top management of the K Company in making strategies and improving management of operation so as to ultimately make the company more competitive.
In this study, the core competence is developed from seven perspectives, based on past literatures, discussions with experts and the management in this field, and the empirical experience. The seven perspectives include tangibles, reliability, responsiveness, assurance, empathy, quality of food and variety of dish choices, and services provided in the future. Twenty-one items derived from the seven categories are surveyed in the questionnaire. There are 100 subjects involved in this study. Surprisingly, the results showed that none of the current service items fell in the quadrant of high importance and low satisfaction. In other words, the majority of customers are contented with the services provided by the K Company. It is very unusual in any existing business. The interesting phenomenon will be discussed in the paper.
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