神秘客稽核調查與服務品質提升之研究

A Study of Mystery Guest Auditing and Service Quality Improvement

連鎖餐飲服務業為政府近年來大力推廣的主要發展方向，為擴展客源及留住既有顧客，各餐飲業卯盡全力來提升顧客滿意度及服務品質。「神秘客服務稽核」隨著科技及網路的發展，其運用上亦趨成熟與多元。神秘客除可蒐集委託者所欲瞭解的事實資訊外，亦可用於觀察委託者之競爭對手、或欲進入與開發之潛在市場競爭者的服務相關面向，以做為委託者從事市場資源調查、訓練員工之依循。本論文以應用神秘客服務稽核調查模式於餐飲服務業之服務品質，藉由神秘客服務稽核調查法導入某餐飲集團之連鎖餐飲業服務品質改善計畫的一連串步驟中，讓業界更加瞭解神秘客服務稽核調查如何應用於連鎖餐飲服務業之服務品質改善及該法執行時應注意事項，透過調查結果建議業者隨時檢視服務缺失並修正及調整服務方式，才能符合神秘客服務調查模式的真正意涵。

Chain catering services department government in recent years to promote the main direction of development for the expansion of customer base and retain existing customers, each catering to all tried to increase customer satisfaction and service quality. With practitioners of ＂mystery guest audit services＂ use of increasingly mature, the law has not collect customer information only. In shaping the law, the process of development, with the development of technology and the Internet, and its use is also on maturing and diverse. Mystery guest who is seeking commission in addition to collecting information to understand the facts, it can also be used to observe the delegator of competitors, or wishing to enter the market with the development of a potential competitor for services related to those engaged in market resources as a commissioned survey, follow training employees. In this study, a case study method will be applied mystery customer service audit survey mode on service quality of catering services, customer service audits by the mysterious series of steps to import survey the quality of service of a restaurant chain restaurant industry to improve the Group's plan to give the industry learn more about the mysterious customer service audit to investigate how to improve the quality of service is applied to perform the chain of catering services and the law should pay attention to the matter and recommend viewing at any time through the findings and correct and adjust service missing services, in order to meet the mysterious customer service.