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论文作者:www.51lunwen.org论文属性:硕士毕业论文 dissertation登出时间:2014-08-08编辑:felicia点击率:19543
论文字数:6683论文编号:org201408071841508197语种:英语 English地区:中国价格:免费论文
关键词:市场调查研究报告客户满意度行为意图中国餐馆customer satisfactionbehavioral intentions
摘要:本文是一篇市场调查研究论文(marketing research proposal)。美国是一个多元文化和多民族的国家,在美国市场,美国民族食品市场年销售额750亿美元,65%左右是归因于餐饮业,然而,民族餐馆的快速增长是由多方面的原因引起的。随着生活方式的变化和外出就餐变得越来越普及,许多客户强烈要求新口味,体会不一样的味觉享受。本文对此进行了调查研究。
Service Quality:
In the service literature, perceived service quality is defined as the customer's judgement of the overall excellence or superiority of the service (Zeithaml, 2008). It is the customer's subjective evaluation, resulting from a comparison of expectations and perceived performance. SERVQUAL (Parasuraman et al, 2008) is the instrument most often used for measuring perceived service quality in the marketing literature. It consists of five service dimension, namely, tangibles (physical facilities, equipment, and appearance of personnel), reliability (ability to perform the promised service dependably and accurately), and responsiveness (willingness to help customers and provide prompt service), assurance (knowledge and courtesy of employees and their ability to inspire trust and confidence) and empathy (caring, individualized attention the firm provides its customers).
To adapt SERVQUAL to the restaurant industry, Stevens et al. (2005) modified several items from the original SERVQUAL and developed DINESERV to measure perceived service quality in restaurants. In the restaurant industry, since customers not only evaluate the quality of food but also the service encounters during their dining experience, perceived service quality is seen as another core determinant of customers satisfaction and behavioural intention. For example Kivela et al. (2009) proposed a comprehensive model for dining satisfaction and return patronage. Their study indicated that the probability of return patronage was dependent on customer's satisfaction with five aspects of a restaurant: first the last impressions, service quality, and ambience quality, food quality and feeling comfortable eating there and reservation and parking. Ladhari et al. (2008) investigated determinants of dining satisfaction and post-dining behavioural intentions, and concluded that perceived service quality influenced customer satis本论文由英语论文网提供整理,提供论文代写,英语论文代写,代写论文,代写英语论文,代写留学生论文,代写英文论文,留学生论文代写相关核心关键词搜索。