頁籤選單縮合
題 名 | 連鎖咖啡店服務品質屬性探討=Evaluation of Service Quality Attributes for Coffee Chain Shops |
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作 者 | 李維鈞; 李孟純; | 書刊名 | 龍華科技大學學報 |
卷 期 | 28 2009.12[民98.12] |
頁 次 | 頁123-137 |
分類號 | 496.7 |
關鍵詞 | 連鎖咖啡店; 對偶重要度相關圖分析; 服務品質; Dual importance mapping; Service quality; Coffee chain shops; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究使用二維品質模式進行連鎖咖啡店之服務品質屬性分析,以瞭解消費者對不同價位之咖啡店在服務品質屬性的分類是否有所不同,以及消費者對不同價位的咖啡店在服務品質的感受是否具有差異。使用對偶重要度相關圖分析二維品質模式之服務品質屬性分類,經分析結果發現不同連鎖咖啡店消費者對其服務品質要素有不同認知與看法,85℃服務品質二維分類,其中一維品質有6項、必要品質有5項、魅力品質有9項及無差異品質有4項;星巴克服務品質二維分類,其中一維品質有8項、必要品質有4項、魅力品質有4項及無差異品質有6項。最後提出研究結論與建議,提供不同連鎖咖啡業者服務品質可採用的改善方法,以做為改善咖啡業者服務品質與提升顧客滿意度之參考。 |
英文摘要 | This paper investigates the service quality of the coffee chain shops using the dual importance mapping (DIM). The DIM is useful on identifying quality elements and understanding customer’s real needs. In this study, we apply the DIM model to analyze the two-dimensional quality attributes of the coffee chain shops and deliver suggestions to their proprietors. After investigation, we found that these quality elements reveal two-dimensional characteristics, including 8 one-dimensional quality elements, 4 must-be quality elements, 4 attractive quality elements, and 8 indifference quality elements in the service quality items of Starbucks and 6 one-dimensional quality elements, 5 must-be quality elements, 9 attractive quality elements, and 4 indifference quality elements in the service quality items of 85℃. The coffee chain shops should offer the unique customized services to attract more consumers and are viewed as most competitive. According to our finding, we suggest that the managers of the coffee chain stores should segment the targeted consumers and provide them with different services by considering relevant demographics. |
本系統中英文摘要資訊取自各篇刊載內容。