| 摘要: |
| 全国性的顾客满意度指数测评工作已经获得各国普遍的关注，本文基于ACSI和中国服务业顾客满意度模型构建了我国餐饮行业顾客满意度概念模型，并根据湖北宜昌市多所大学饮食服务中心的问卷调查数据进行了结构方程模型分析、检验，修正初始概念模型，得到了有效的餐饮业顾客满意度概念模型，进而在分析餐饮管理与服务现存问题的基础上，提出了改进的措施，为创造良好的餐饮业管理质量提供建议。 |
| 关键词: 顾客满意度 餐饮管理 美国顾客满意度指数 结构方程模型 |
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| An Empirical Study on Customer Satisfaction Index Model in Food and Beverage Industry ——Spot Survey on Food Service Center of Colleges and Universities |
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TAN Jiang tao, HUANG Li ting, QIN Tao tao
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| Abstract: |
| National customer satisfaction index measurement work has been universally concerned by all countries. Based on ACSI and customer satisfaction model of Chinese service industry, this paper constructs customer satisfaction concept model of Chinese food and beverage industry, obtains effective customer satisfaction concept model of the food and beverage industry by modifying initial concept model and by analyzing and testing structural equation model based on questionnaire data from food and beverage service centers of many colleges and universities in Yichang City of Hubei Province, points out the measures for its improvement on the basis of the analysis of the existing problems in food and beverage management and service and advances suggestions for creating good food and beverage service quality. |
| Key words: customer satisfaction food and beverage management American customer satisfaction index (ASCI) structural equation model |
