连锁餐饮企业的顾客满意度管理研究  

Research on Customer Satisfaction Management in Chain Catering Enterprises

作　　者：连忠兴 LIAN Zhong-xing(School of Management,Jiageng College,Xiamen University,Zhangzhou,Fujian 363105)

机构地区：[1]厦门大学嘉庚学院管理学院,福建漳州363105

出　　处：《江苏商论》2024年第7期7-11,共5页Jiangsu Commercial Forum

基　　金：2020年度漳州市社科:“夜间经济”消费意愿的影响因素研究(课题编号:19)。

摘　　要：连锁经营是餐饮行业的发展趋势,有利于提高效率、降低成本。但随着移动互联网、大数据和人工智能等技术革新影响带来的新挑战,因连锁餐饮企业间提供的产品具有较高的可替代性而面临激烈的同质竞争,提升顾客满意度对连锁餐饮转型升级有着重要的现实意义,顾客的满意度直接影响着连锁餐饮企业可持续发展的能力。经过问卷调查和统计分析和研究发现,顾客忠诚对企业发展有显著的正向影响,必须通过顾客满意度管理来留住顾客和获取竞争力。首先,需要关注顾客餐饮核心需求,提升餐品的质量,打造特色食品,满足精致和实用的需求。其次,要注意从布局与氛围营造方面优化就餐环境。再次,从服务接触点和服务互动中提升服务细节。最后,要夯实管理制度,形成标准规范的服务流程和关注内部员工的满意度。Chain operation is a development trend in the catering industry,which is beneficial for improving efficiency and reducing costs.However,with the new challenges brought by the impact of technological innovation such as mobile Internet,big data and artificial intelligence,chain catering enterprises are facing fierce homogeneous competition due to the high substitutability of products provided among them.Improving customer satisfaction is of great practical significance for the transformation and upgrading of chain catering enterprises.Customer satisfaction directly affects the sustainable development ability of chain catering enterprises.Through questionnaire surveys,statistical analysis,and research,it has been found that customer loyalty has a significant positive impact on the development of enterprises.Customer satisfaction management is necessary to retain customers and gain competitiveness.Firstly,it is necessary to pay attention to the core catering needs of customers,improve the quality of meals,create specialty foods,and meet the needs of delicacy and practicality.Secondly,attention should be paid to optimizing the dining environment from the aspects of layout and atmosphere creation.Once again,enhance service details through service touchpoints and service interactions.Finally,it is necessary to strengthen the management system,establish standardized service processes,and pay attention to the satisfaction of internal employees.

关 键 词：连锁餐饮 顾客期望 感知质量 感知价值 顾客满意度 

分 类 号：F276.5[经济管理—企业管理]