使用比較矩陣構建咖啡廳服務品質評估模式

Building Evaluating Model of Coffee Service Quality by using Comparison Matrix

近幾年，走進咖啡廳的消費人口愈來愈多，消費次數也漸漸提高，整體而言，國人對咖啡的消費頻率有逐漸成長的趨勢，對咖啡品質、服務品質、場地與氣氛的要求也日漸昇高。本研究主要在探討咖啡廳服務品質。根據文獻探討、專家訪談及咖啡廳經營型態等資料，經修正後歸納出三項評估構面與其相關之十一項評估準則，運用層級程序分析法（AHP），針對連鎖咖啡館的服務品質做問卷調查，並以個別判斷值之整合（AIJ）方法計算出各評估準則之相對權重，分析各層級與整體層級權重方式，透過客觀的數據分析，探討咖啡廳服務品質建立評估指標，依據其研究之成果，提出有效因應之方案與其策略應用。

In the current era of the frequency of consumption of coffee people are gradually growing trend of coffee quality, service quality, place and atmosphere required degree has become more elevated. In recent years, the consumer population into the coffee shop more and more, the number has gradually increased. This study focused on service quality of coffee, according to literature review, expert interviews and coffee business type, etc., we summarized three main aspects and eleven criteria, to measure the concept of service for the coffee shop chain quality questionnaire. In this paper attempts to construct the critical factors in evaluating all aspects of the coffee industry based on the suggestions of the experts, employ the AIJ integration method of the AHP, and to establish a set of overall evaluation model of the service quality of the coffee industry, and also provide a vastly improved foundation to the contributors and to provides customer information based on evaluation aspects and the weight of criteria in the evaluation frame.