首页 > 资料专栏 > 论文 > 生管论文 > 质量管理论文 > MBA毕业论文_高校食堂服务质量顾客满意度研究-以Z校为例DOC

MBA毕业论文_高校食堂服务质量顾客满意度研究-以Z校为例DOC

高校w
V 实名认证
内容提供者
资料大小:945KB(压缩后)
文档格式:DOC
资料语言:中文版/英文版/日文版
解压密码:m448
更新时间:2021/2/10(发布于河北)

类型:金牌资料
积分:--
推荐:升级会员

   点此下载 ==>> 点击下载文档


文本描述
高校食堂作为在校大学生最主要的基础后勤保障,校园食品安全的相关问题 一直是社会大众关注的重点。近年来,由于高校食堂内外餐饮行业竞争的加剧、 大学生的消费心理和能力的变化以及高校食堂对学生满意度的不够重视,高校食 堂的经营压力越来越大。因此,本文运用顾客满意度理论、消费者行为理论、大 学生消费满意度影响因素以及服务质量相关理论的基础理论,选取某高校一家学 生食堂为研究对象,通过分析顾客满意度的影响因素,设计调查问卷进行研究, 剖析高校食堂在经营管理和服务工作中存在的问题,为食堂的稳健经营、健康发 展提出相应的对策建议。 基于对 Z 校食堂的经营管理现状和存在难题的梳理分析,本论文通过发放问 卷调查的方式并运用因子分析方法对高校学生对食堂服务的期望和实际满意度 感知展开研究,主要研究和探索了以下几方面内容: (1)目前高校学生的消费特点主要在于口味地域性差异;追求经济实惠; 食品卫生安全意识薄弱;偏爱提前消费,喜新求变。其在食堂管理经营过程中存 在的主要问题包括:服务人员对食堂形象的重视度不够,就餐环境基础设施不足, 食堂菜品种类创新不足以及投诉处理机制不全等。 (2)通过对调查问卷基础信息进行分析发现,在校女生消费者多于男生消 费者,月均生活费在 1000 元以上的学生居多,说明随着家庭收入的增加,学生 的消费水平也有所提高。在校学生食堂餐饮消费次数在 0-7 次的占比较大,其中 消费水平越高的学生越倾向于选择外卖订餐方式,而大一学生更倾向于在食堂就 餐。 (3)研究结果表明,影响食堂顾客满意度的因素主要包括服务质量的感知, 饭菜质量的感知和食堂硬件设施方面的感知三个层面,其中服务质量满意度较其 他两个因子分数较高,食堂的饭菜质量满意度居其次,而食堂环境、位置等硬件 质量方面的满意度最低。 (4)基于上述现状分析和顾客满意度调研实证分析结果,从提升服务质量 感知、提升硬件环境感知、提升饭菜质量和规范投诉处理的四个方面提出改善建 议,为食堂有效开展服务提升工作提供依据,同时也为其他高校提供有效借鉴。 关键词:高校食堂;顾客满意度;因子分析;服务质量II Abstract College canteens are the most important basic logistics support for college students. The issue of campus food safety has always been the focus of the public. In recent years, the operating pressure of college canteens is increasing due to the intensification of competition in the catering industry inside and outside the canteens of colleges and universities, the changes in the consumption psychology and ability of college students, and the insufficient attention paid to the satisfaction of students in college canteens. Therefore, this paper selects a college canteen as the research object, and analyzes the problems existing in the management and service work and mines the main factors affecting student customer satisfaction, based on customer satisfaction theory, consumer behavior theory, factors influencing college students' consumption satisfaction and relevant theory of service quality, this paper selects a college canteen as the research object, and analyzes the problems existing in the management and service work. Through the research on the customer satisfaction of the canteens in colleges and universities, the corresponding countermeasures and suggestions for the stable operation and healthy development of the canteen are proposed. Based on the analysis of the current situation and existing problems of the Z school canteen, this paper conducts a questionnaire survey and uses factor analysis to study the college students' perceptions of canteen service expectations and actual satisfaction. The main research and exploration of the following aspects content: (1) At present, the consumption characteristics of college students are mainly due to the regional differences in taste; the pursuit of economic benefits; the weak awareness of food hygiene and safety; the consumption concept is ahead of the pursuit of new things. The main problems in the management and management of the canteen include: the lack of attention of the service staff to the image of the canteen, the lack of dining environment infrastructure, the lack of innovation in the canteen variety and the incomplete complaint handling mechanism. (2) Through the analysis of the basic information of the questionnaire, it is found that the female students in the school are more than the male consumers, and the monthly living expenses are more than 1,000 yuan, indicating that the student's consumption level has also increased with the increase of family income. In the school cafeteria, the number of food and beverage consumption in the canteen is relatively large, and the higher the consumption level, the more students tend toIII choose the take-away order, while the freshmen tend to eat in the cafeteria. (3) The empirical research results of canteen customer satisfaction show that the factors affecting canteen customer satisfaction can be divided into three aspects: service quality perception, food quality perception and canteen hardware facility perception. Among them, service quality satisfaction is higher than other two factors. The satisfaction of the food quality of the canteen food is second, while the satisfaction of the hardware quality of the canteen environment and location is the lowest. (4) Based on the above situation analysis and customer satisfaction survey empirical analysis results, mainly from the four aspects of improving service quality perception, improving hardware environment perception, improving food quality and standardizing complaint handling to put forward suggestions for improving the canteen to effectively carry out service promotion work, but also provide effective reference for other universities. Keywords: College canteen; customer satisfaction; factor analysis; service qualityIV 目 录 摘要.............................................................................................................................I Abstract......................................................................................................................... II 1 绪论............................................................................................................................1 1.1 研究背景和意义..............................................................................................1 1.1.1 研究背景................................................................................................1 1.1.2 研究意义................................................................................................2 1.2 研究目标及内容..............................................................................................2 1.2.1 研究目标................................................................................................2 1.2.2 研究内容................................................................................................2 1.3 研究思路与方法..............................................................................................3 1.3.1 研究思路................................................................................................3 1.3.2 研究方法................................................................................................4 1.4 研究创新点和不足之处..................................................................................5 1.4.1 研究创新点............................................................................................5 1.4.2 研究不足之处........................................................................................5 1.5 本章小结..........................................................................................................5 2 理论基础及文献综述................................................................................................6 2.1 相关理论..........................................................................................................6 2.1.1 顾客满意度理论....................................................................................6 2.1.2 影响顾客满意度的因素........................................................................7 2.1.3 影响大学生消费满意度的因素............................................................8 2.1.4 服务质量相关理论................................................................................9 2.2 文献综述........................................................................................................11 2.2.1 国外研究现状......................................................................................11 2.2.2 国内研究现状......................................................................................13 2.2.3 研究综述..............................................................................................15 2.3 本章小结........................................................................................................16 3 Z 校食堂服务质量现状及问题分析.......................................................................17 3.1 Z 校食堂概况.................................................................................................17 3.1.1 Z 校食堂介绍.......................................................................................17 3.1.2 Z 校顾客消费特点...............................................................................17V 3.2 Z 校食堂顾客满意度问卷设计.....................................................................19 3.2.1 评价指标体系构建依据......................................................................19 3.2.2 评价指标体系维度构成......................................................................20 3.3 顾客满意度实证分析....................................................................................22 3.3.1 描述性统计分析..................................................................................22 3.3.2 问卷信度与效度分析..........................................................................26 3.3.3 食堂服务质量各要素满意程度感知因子分析...................................27 3.4 Z 校食堂服务质量存在的问题.....................................................................32 3.4.1 服务质量感知方面..............................................................................32 3.4.2 硬件环境感知方面..............................................................................33 3.4.3 饭菜质量感知方面..............................................................................34 3.4.4 投诉处理方面问题..............................................................................34 3.5 本章小结........................................................................................................35 4 提升 Z 校食堂顾客满意度的对策.........................................................................36 4.1 提升服务质量感知的对策............................................................................36 4.2 提升硬件环境感知的对策............................................................................38 4.3 提升饭菜质量感知的对策............................................................................39 4.4 规范投诉处理的对策....................................................................................41 4.5 本章小结........................................................................................................44 5 结论与展望..............................................................................................................45 5.1 研究结论........................................................................................................45 5.2 研究展望........................................................................................................46