摘要
从顾客感知价值视角运用多元统计方法研究高校食堂服务质量,通过单因素方差分析发现,人口统计变量中消费额、性别、年级、家庭收入不同的学生对食堂服务质量总体满意度存在显著性差异;通过因子分析发现,可以将影响学生食堂服务质量满意度的因素以70%概率概括为饭菜综合感知、食堂员工感知、菜肴感知、环境设施感知、价格感知和服务态度感知六项;通过logistic回归分析发现,主食价格、菜品种类和特色、员工服务态度、员工业务熟悉程度为高促进学生食堂服务质量满意度的因素。最后根据上述分析提出相应的改进建议。该研究有助于高校食堂有针对性提高服务质量,提升学生对食堂服务的满意度。
From the perspective of customer sense,multi-statistical method is used to study the service quality in college student canteen.The result shows that the satisfaction degree varies apparently with the change of the students' consumption degree,gender,grade and family income.The factors influencing the satisfaction degree can be categorized into 6 senses which are general sense,canteen staff sense,dish sense,environment sense,price sense and service sense respectively.Based on the above-mentioned analysis,corresponding suggestions are proposed so as to help to improve the service quality in college student canteen and promote the students' satisfaction degree.
出处
《广东技术师范学院学报》
2011年第4期127-130,141,共4页
Journal of Guangdong Polytechnic Normal University
基金
广东科技计划软科学项目(2009B070300109)
关键词
高校食堂
服务
质量感知
college student canteen
service
quality sense
