Buffet自助餐廳關鍵服務架構之研究

A Study of Key Services Framework on Buffet Restaurant

隨著個人所得不斷攀升與生活飲食習慣的外食化，Buffet自助餐廳不僅是民眾逢年過節及聚會的首選，更是平日聚餐交誼的重要聚會處。也因此，顧客對Buffet自助餐廳的要求，不再限於口味特色及裝潢擺設等事項，更對各項有形與無形期待越趨重視。過去學者雖曾提出相關研究，企圖提升顧客滿意度，卻較少對此提出系統化服務架構。為此，本研究運用質性訪談法，建立關鍵服務因素架構表；並透過層級分析法賦予架構中各構面、類別與項目權重值。相信，本研究成果不僅能作為管理者決策與改善之依據，亦能有效提升決策品質，提供具有競爭力之服務機制。

With the raising curve of personal income and lifestyle changing, buffet restaurant is quite popular, and even become a general choice for family fair customers. Therefore, customer is not only paying more attention to tasting feature and interior decoration, but expecting special invisible service. Although many papers were trying to improve customer satisfaction through proposing research, but fewer researches had discussed the systemized service framework. This research establishes key service factor framework through qualitative method, and prioritizes the weight of each dimension, category, and item in framework. So, this research can assist manager to make decision accurately, improve strategy quality, and construct competitive service framework.