A study on Customer Satisfaction and Future Improvement Strategies in Food Court Service - An Empirical Study
| Autor: | Cheng-Kuo Lin, 林正國 |
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| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 With the improvement of the quality of life and consumption levels, people''s lifestyle is transformed.In this study, we adopted the references of the service quality, and the interviews with the managers of the companies as the core of designing the survey. Then, we obtained Tangibles,Reliability, Responsiveness, Assurance, Empathyto designthe questionnaireand perform the research by the Convenience Sampling. According to the participants’ analysis on the service gap, the customer satisfaction, and the improvement strategies, it revealed that participants valued these terms as they were 4or above of these five categories. Furthermore, in Satisfaction,we found that the service would be needed to be improved because of the lower score.In Empathy, the question, stores in the food court could not offer the customized service, which was 2.38 also revealed the food court should improve these terms.Moreover, this result suggested that Assurance is the only significant positive effect, and the others were the negative ones. According to one-way analysis of variance showed that the main age and "customer satisfaction" Satisfaction "Quality of Service" "I think the food court staff always willing to help customers." and disposable income and "customer satisfaction" satisfaction in the "quality of service", places really large item of "I think the food court when faced with customer service problems, customers can put ourselves imagine." there are significant differences. Based on survey results, they revealed that the service quality should be improved because the scores were less than 4.Hence, this study suggested that the equipment, food, attendants, and the atmosphere offered by the food court of the company should be improved to meet customers’ expectations. Therefore, companies could attract customers, and increase operational efficiency. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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