| URN | etd-0212123-125758 | Statistics | This thesis had been viewed 67 times. Download 25 times. |
| Author | Le-Kuei Chen | ||
| Author's Email Address | k1836eg@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2022 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 136 |
| Title | A study on the relationship between quality of catering services, customer satisfaction and loyalty¡Ğan example of university science and technology restaurant in Northern Taiwan | ||
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| Abstract | Abstract The quality of service, satisfaction and loyalty of staff and students towards school restaurants are important management indicators for school restaurants and operators. In this study, a random sampling survey was conducted to obtain 100 valid questionnaires, and 20 consumers were interviewed by stratification (teaching staff, graduate students, first, second, third, and fourth year students), and the results are as follows: Personal background variables have some significant differences on the quality of catering services, customer satisfaction and loyalty, indicating that the industry should pay attention to the needs of consumers from different backgrounds in order to retain customers; the quality of catering services has a positive effect on customer satisfaction; the quality of catering services has a partially positive effect on customer loyalty; and customer satisfaction has a partially positive effect on customer loyalty. The analysis shows that consumers care about the dining environment, service quality, and customer satisfaction will directly affect their willingness to come back to purchase. Interviews with the operators of the three school restaurants showed that there is a gap between the operators' awareness and consumers, and some of their supplies do not meet consumers' needs. Therefore, the operators of school restaurants should regularly review the business environment and service quality to meet the needs of staff and students during the school year, and increase the opportunities to compete with restaurants outside the school. Key words: catering industry, service quality, customer satisfaction, loyalty |
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| Files | indicate access worldwide | ||
| Date of Defense | 2022-12-23 | Date of Submission | 2023-02-12 |