小和山科教園區(qū)周邊餐飲業(yè)消費(fèi)者滿意度調(diào)查

市場營銷論文編號(hào):YX135 論文字?jǐn)?shù):15940,頁數(shù):30

目錄

第一章 引言 1
第一節(jié) 選題背景 1
第二節(jié) 研究目的和意義 2
第二章 文獻(xiàn)綜述 3
第一節(jié) 消費(fèi)者以及消費(fèi)者滿意度 3
第二節(jié) 消費(fèi)者滿意模型 5
第三章 研究對(duì)象、內(nèi)容及方法 9
第一節(jié) 研究對(duì)象 9
第二節(jié) 研究內(nèi)容與方法 10
第四章 調(diào)查數(shù)據(jù)分析與總結(jié) 15
第一節(jié) 調(diào)查數(shù)據(jù)分析 15
第二節(jié) 調(diào)查結(jié)果總結(jié) 20
第五章 研究結(jié)論與建議 22
參考文獻(xiàn) 25
致   謝 26
附錄1調(diào)查問卷 27

摘  要

 隨著經(jīng)濟(jì)的發(fā)展，社會(huì)的進(jìn)步，人們對(duì)餐飲業(yè)所提供產(chǎn)品以及服務(wù)的要求越來越高，重視消費(fèi)者滿意度已經(jīng)成為餐飲業(yè)持續(xù)發(fā)展的關(guān)鍵。如今，消費(fèi)者滿意度的研究在國內(nèi)外都有了一定的發(fā)展，然而，時(shí)代，環(huán)境，人群，背景的不同，對(duì)于餐飲業(yè)滿意度的調(diào)查結(jié)果將截然不同。
 本文在消費(fèi)者滿意度定義以及意義的基礎(chǔ)上，利用顧客滿意指數(shù)（ACSI）模型，期望不一致模型，參考了ACSI模型，制定的餐飲業(yè)ACSI模型指標(biāo)體系表，編制了測量小和山科教園區(qū)餐飲業(yè)滿意度的調(diào)查問卷。在針對(duì)小和山在校師生120人進(jìn)行調(diào)查后，得出以下結(jié)論：（1）消費(fèi)者對(duì)小和山科教園周邊餐飲業(yè)并不滿意，餐飲業(yè)主實(shí)施有效措施必將事半功倍。（2）便利性是消費(fèi)者進(jìn)行選擇的主要因素。（3）消費(fèi)者對(duì)餐飲業(yè)的價(jià)格并不敏感。（4）衛(wèi)生的改善將對(duì)提升消費(fèi)者的滿意度起到關(guān)鍵作用。
 本文通過對(duì)小和山在校師生對(duì)餐飲業(yè)滿意度的調(diào)查，再結(jié)合目前小和山餐飲業(yè)的背景，提出參考性意見供餐飲店主借鑒和參考，最終提升小和山科教園區(qū)餐飲業(yè)整體水平。
 
關(guān)鍵詞：餐飲、滿意度、調(diào)查、小和山科教園

ABSTRACT
 With the development of economy, the social progressing , people offers products and services on the catering have demanded  increasingly, attention to the customer satisfaction has become the key to sustainable development of catering. Today, the scholars (local and overseas) have a certain amount of development on customer satisfaction research. however, with the different ages, environment, people, different backgrounds, the survey results will be different.
  In this paper, based on the definition and meaning of customer satisfaction ,the author has used the  Customer Satisfaction Index -ACSI model, Expectation－Disconfirmation model, reference to the ACSI model, developed by ACSI model index system catering table. After making a investigation of 120 teachers and students who from the Xiao He Shan University City ,comes to the following conclusions: (1) consumers are not satisfied to the catering of Xiao He Shan University City , the owners of the restaurant must take effective measures can get more profits. (2) convenience is a major factor on consumer choice. (3) consumers are not sensitive to the price on catering. (4) the improvement of hygiene will improve the satisfaction from the consumers plays a key role.
 The paper has based on the satisfaction survey of the teachers and students who from Xiao He Shan University City , combined with the current background of Xiao He Shan University City, make reference to the owners, in order to improve the standard of catering around the Xiao He Shan University City.

KEYWORDS：Catering， Satisfaction，Survey ，XiaoHeShan  University City