重庆工商大学学报：社会科学版
重慶工商大學學報：社會科學版
중경공상대학학보：사회과학판
Journal of Chongqing Technology and Business University Social Science Edition
2014年
2期
32~41
,共null页
顾客满意度 餐饮管理 美国顾客满意度指数 结构方程模型
顧客滿意度 餐飲管理 美國顧客滿意度指數 結構方程模型
고객만의도 찬음관리 미국고객만의도지수 결구방정모형
customer satisfaction; food and beverage management; American customer satisfaction index （ASCI） ; structural equation model
全国性的顾客满意度指数测评工作已经获得各国普遍的关注,本文基于ACSI和中国服务业顾客满意度模型构建了我国餐饮行业顾客满意度概念模型,并根据湖北宜昌市多所大学饮食服务中心的问卷调查数据进行了结构方程模型分析、检验,修正初始概念模型,得到了有效的餐饮业顾客满意度概念模型,进而在分析餐饮管理与服务现存问题的基础上,提出了改进的措施,为创造良好的餐饮业管理质量提供建议.
全國性的顧客滿意度指數測評工作已經穫得各國普遍的關註,本文基于ACSI和中國服務業顧客滿意度模型構建瞭我國餐飲行業顧客滿意度概唸模型,併根據湖北宜昌市多所大學飲食服務中心的問捲調查數據進行瞭結構方程模型分析、檢驗,脩正初始概唸模型,得到瞭有效的餐飲業顧客滿意度概唸模型,進而在分析餐飲管理與服務現存問題的基礎上,提齣瞭改進的措施,為創造良好的餐飲業管理質量提供建議.
전국성적고객만의도지수측평공작이경획득각국보편적관주,본문기우ACSI화중국복무업고객만의도모형구건료아국찬음행업고객만의도개념모형,병근거호북의창시다소대학음식복무중심적문권조사수거진행료결구방정모형분석、검험,수정초시개념모형,득도료유효적찬음업고객만의도개념모형,진이재분석찬음관리여복무현존문제적기출상,제출료개진적조시,위창조량호적찬음업관리질량제공건의.
National customer satisfaction index measurement work has been universally concerned by all countries. Based on AC- SI and customer satisfaction model of Chinese service industry, this paper constructs customer satisfaction concept model of Chi- nese food and beverage industry, obtains effective customer satisfaction concept model of the food and beverage industry by modif- ying initial concept model and by analyzing and testing structural equation model based on questionnaire data from food and bever- age service centers of many colleges and universities in Yichang City of Hubei Province, points out the measures for its improve- ment on the basis of the analysis of the existing problems in food and beverage management and service and advances suggestions for creating good food and beverage service quality.
