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運用Kano二維品質模式探討港式飲茶餐廳服務品質特性-以高雄中信茶樓為例...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

運用Kano二維品質模式探討港式飲茶餐廳服務品質特性-以高雄中信茶樓為例 = An Application of Kano Model in the Study of Tea House Service Quality－The Case Study of Kaohsiung Chinatrust Restaurant

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	An Application of Kano Model in the Study of Tea House Service Quality－The Case Study of Kaohsiung Chinatrust Restaurant
作者:	翁光洋,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民100
面頁冊數:	61葉圖，表格 : 30公分;
標題:	市場區隔
標題:	Market segmentation
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/22237218151728544469
附註:	參考書目：葉49-51
摘要註:	從兩岸互通以後，陸客來台的人數越來越多，使得港式飲茶餐廳業者不僅要做到顧客滿意，還要進一步轉換成顧客價值，最終產生顧客忠誠。由於許多餐廳在開設時並未進行市場區隔與定位，導致未能檢視出餐廳的優劣勢，亦無從進行服務品質的改善。本研究以消費顧客作為探討基礎，以中信飯店港式飲茶餐廳為例，應用Kano 二維品質模式，分別在提供與未提供兩模式之下，歸納出港式飲茶餐廳的「重要服務品質要素」與「關鍵服務品質要素」並彙整成「重要關鍵服務品質要素」與探討其之間的關連性，以期更能歸類與顧客對服務品質的看法，「顧客滿意度指標」作為餐廳業者改善服務品質之依據。本問卷進行實際檢驗調查，結果顯示該餐廳業者目前提供基礎服務或硬體設施被顧客視為理所當然或充其量屬於無差異品質，挖掘出魅力品質。作為該餐廳須積極尋得消費者期盼的差異化特色。藉由上述分析結果，我們建議經營者強化其經營策略之參考，使在競爭白熱化的餐飲業終能一枝獨秀屹立不搖，進而獲得顧客滿意。 More and more people from China travel to Taiwan since cross-strait tourism became legally. It causes the Cantonese tea restaurant industry not only to achieve customer satisfaction, but also further to enhance the customer value and ultimately to generate customer loyalty. Since many restaurant owners did not target market segmentation and positioning when running businesses, which results in neither to examine the advantages and disadvantages of a restaurant, nor to improve the service quality.In this study, we focused on customer consumption taking Chinatrust Cantonese tea restaurants, Kaohsiung, as an example using two-dimensional （existing / non-existing） quality model of Kano to dig out both “important service quality factors” and “key elements of service quality factors,” then summarized into "important key elements of service quality factors." It is expected that “customer satisfaction index” may lead the restaurant industry to improve its service quality. The questionnaire revealed that customers think that basic facilities and services of a restaurant stand for must-be or indifferent quality. Finding the attractive quality is suggested for the owners to set up new strategies of management. Consequently, owners can acquire good reputation and constantly profit from the restaurant industry.

運用Kano二維品質模式探討港式飲茶餐廳服務品質特性-以高雄中信茶樓為例 = An Application of Kano Model in the Study of Tea House Service Quality－The Case Study of Kaohsiung Chinatrust Restaurant
翁, 光洋

運用Kano二維品質模式探討港式飲茶餐廳服務品質特性-以高雄中信茶樓為例 = An Application of Kano Model in the Study of Tea House Service Quality－The Case Study of Kaohsiung Chinatrust Restaurant / 翁光洋撰 - [高雄市] : 撰者, 民100. - 61葉 ; 圖，表格 ; 30公分.
參考書目：葉49-51.
市場區隔Market segmentation

運用Kano二維品質模式探討港式飲茶餐廳服務品質特性-以高雄中信茶樓為例 = An Application of Kano Model in the Study of Tea House Service Quality－The Case Study of Kaohsiung Chinatrust Restaurant
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