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麥當勞與7-Eeleven之用餐環境服務品質IPA分析 = The Im...

國立高雄大學亞太工商管理學系碩士班

麥當勞與7-Eeleven之用餐環境服務品質IPA分析 = The Importance-Performance Analysis of Dining Environment Service Quality for McDonald and 7-11

Record Type:	Language materials, printed : monographic
Paralel Title:	The Importance-Performance Analysis of Dining Environment Service Quality for McDonald and 7-11
Author:	許雅鳳,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2015[民104]
Description:	[16], 144面圖，表 : 30公分;
Subject:	便利商店
Subject:	Convenience Store
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/27657747699711696400
Notes:	參考書目：面128-134
Notes:	104年3月25日公開
Summary:	本研究旨在探討消費者外食市場速食餐廳麥當勞和便利商店7-11的用餐環境服務品質之重要性與滿意程度認知之研究，目的在瞭解消費者對外食市場速食餐廳麥當勞和便利商店7-11的用餐環境服務品質之重要性與滿意程度的關係，藉以提出不同策略以提供速食餐廳麥當勞業者日後經營之參考。研究方法採隨機抽樣法以在麥當勞和7-11消費用餐的消費者為問卷對象，並運用描述性統計分析、重要度-滿意分析（Importance-Performance Analysis，簡稱IPA）來分析資料。藉由「重要-滿意分析矩陣」共分為四個象限，繼續保持、供給過度、優先順序較低、供給者宜加強改善的重點，研究結果發現麥當勞落在第一象限繼續保持區共14項最多，落在第四象限供給過度之項目共3項最少。7-11則是落在第一象限繼續保持區共16項最多，落在第二象限加強改善的重點之項目共1項最少。可以發現麥當勞在第二象限加強改善重點區有5項被消費者認為重要度高但實際滿意度卻是低的，反觀7-11只有一項。本研究以此結果來提出具體建議，提供給餐廳業者參考，加強服務品質管理以提高其競爭優勢。 The purpose of the study is to investigate consumer recognition of the importance and performance of the fast-food restaurants(McDonald’s) and Convenience Store(7-Eleven). The subjects in this study were composed of the consumer used to dine in the tow different kinds of restaurants. Descriptive Statistics and Importance-Performance Analysis (IPA) were applied to probe into the consumer responses to the questionnaires The matrix analysis of IPA contained four quadrants, keeping on, over supply, lower superior order, and needing improvement. Based on the data analyses, the major findings of the present study are summarized as follows: 1. McDonald’s : Falls in the quadrant I keeping on districts 14 largest over supply falls in the quadrant IV of the project total 3 items at least.2. 7-Eleven : Falls in the quadrant I keeping on districts 16 largest over supply falls in the quadrant II of the project total 1 items at least.The study results are proposed for the restaurantauthorities to enhance the management of service quality and promote the competitive superiority.

麥當勞與7-Eeleven之用餐環境服務品質IPA分析 = The Importance-Performance Analysis of Dining Environment Service Quality for McDonald and 7-11
許, 雅鳳

麥當勞與7-Eeleven之用餐環境服務品質IPA分析 = The Importance-Performance Analysis of Dining Environment Service Quality for McDonald and 7-11 / 許雅鳳撰 - [高雄市] : 撰者, 2015[民104]. - [16], 144面 ; 圖，表 ; 30公分.
參考書目：面128-134104年3月25日公開.
便利商店Convenience Store

麥當勞與7-Eeleven之用餐環境服務品質IPA分析 = The Importance-Performance Analysis of Dining Environment Service Quality for McDonald and 7-11
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328 $a 碩士論文--國立高雄大學亞太工商管理學系碩士班
330 $a 本研究旨在探討消費者外食市場速食餐廳麥當勞和便利商店7-11的用餐環境服務品質之重要性與滿意程度認知之研究，目的在瞭解消費者對外食市場速食餐廳麥當勞和便利商店7-11的用餐環境服務品質之重要性與滿意程度的關係，藉以提出不同策略以提供速食餐廳麥當勞業者日後經營之參考。研究方法採隨機抽樣法以在麥當勞和7-11消費用餐的消費者為問卷對象，並運用描述性統計分析、重要度-滿意分析（Importance-Performance Analysis，簡稱IPA）來分析資料。藉由「重要-滿意分析矩陣」共分為四個象限，繼續保持、供給過度、優先順序較低、供給者宜加強改善的重點，研究結果發現麥當勞落在第一象限繼續保持區共14項最多，落在第四象限供給過度之項目共3項最少。7-11則是落在第一象限繼續保持區共16項最多，落在第二象限加強改善的重點之項目共1項最少。可以發現麥當勞在第二象限加強改善重點區有5項被消費者認為重要度高但實際滿意度卻是低的，反觀7-11只有一項。本研究以此結果來提出具體建議，提供給餐廳業者參考，加強服務品質管理以提高其競爭優勢。 The purpose of the study is to investigate consumer recognition of the importance and performance of the fast-food restaurants(McDonald’s) and Convenience Store(7-Eleven). The subjects in this study were composed of the consumer used to dine in the tow different kinds of restaurants. Descriptive Statistics and Importance-Performance Analysis (IPA) were applied to probe into the consumer responses to the questionnaires The matrix analysis of IPA contained four quadrants, keeping on, over supply, lower superior order, and needing improvement. Based on the data analyses, the major findings of the present study are summarized as follows: 1. McDonald’s : Falls in the quadrant I keeping on districts 14 largest over supply falls in the quadrant IV of the project total 3 items at least.2. 7-Eleven : Falls in the quadrant I keeping on districts 16 largest over supply falls in the quadrant II of the project total 1 items at least.The study results are proposed for the restaurantauthorities to enhance the management of service quality and promote the competitive superiority.
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