餐廳服務品質在親子外食中的角色──以中部地區為例

The Role of Service Quality in Food-Away-From-Home (FAFH) Consumers: An Case Study of Central Taiwan

過去研究顯示親子外食的比例有逐年增加的趨勢。餐廳本身除了提供餐點之外，更提供親子共享的活動空間，亦有情感交流的附加價值。本研究採用餐廳服務品質量表（DINESERV），以Ridit分析法研究餐廳服務品質的重要性與滿意度之間的差異。並且驗證服務品質、滿意度與再訪意願之間的關係。研究結果可供餐廳業者瞭解親子消費族群所重視之項目以及改善策略參考之用。 The number of food-away-from-home (FAFH) customers in Taiwan continues to grow and these establishments are gaining in popularity. As many parents regularly dine at restaurants with their children at least once a month, an exploration of what constitutes essential service quality for parents and children as consumers is important. This study, therefore, has adopted a ridit analysis to explore the priorities of service quality, and the rates of satisfaction with service quality. Results showed that rankings of priority and satisfaction differed significantly on “tangibility” items. In addition, this study also examined relationships between service quality, satisfaction, and revisit intentions. Results showed that service quality play the major role in revisit intentions. Restaurants, managers, and others in this service industry can use these results to improve service quality in child-friendly dining establishments.

The number of food-away-from-home (FAFH) customers in Taiwan continues to grow and these establishments are gaining in popularity. As many parents regularly dine at restaurants with their children at least once a month, an exploration of what constitutes essential service quality for parents and children as consumers is important. This study, therefore, has adopted a ridit analysis to explore the priorities of service quality, and the rates of satisfaction with service quality. Results showed that rankings of priority and satisfaction differed significantly on “tangibility” items. In addition, this study also examined relationships between service quality, satisfaction, and revisit intentions. Results showed that service quality play the major role in revisit intentions. Restaurants, managers, and others in this service industry can use these results to improve service quality in child-friendly dining establishments.