基于IPA分析法的旅游实验室顾客评价研究——以华侨大学旅游实验餐厅为例

An Empirical Study on Customer Satisfaction Degree,Based on IPA Analysis ——A Case Study of the Huaqiao University Theme Experimental Restaurant

现有对旅游实验室的研究主要集中于实验室建设和实验教学方面,对实验室的经营绩效研究较少。文章以华侨大学旅游实验餐厅为研究对象,通过问卷设计和实地调查,运用重要性—表现性分析方法(IPA分析法),对影响实验餐厅顾客满意度的23个指标进行讨论。研究发现:实验餐厅在环境卫生、服务质量上的实际表现能够得到顾客的肯定;顾客对餐饮产品的品质满意度不高;在餐厅的基本概况和附加服务方面,顾客的重视程度不高,满意度也一般。

The existing research about tourism laboratory mainly focused on the laboratory construction and experiment teaching,while the research on business performance of the laboratory is inadequate. Taking the Huaqiao University theme experimental restaurant as an example, the author adopts questionnaire, field survey and importance-performance analysis to evaluate the 23 indexes of factors affecting Customer Satisfaction Degree. The result suggests that the actual performance of restaurant＇ s environmental health and service quality could gain approval from customers;while when it comes to the quality of catering products, consumers are not highly satisfied ;as to basic conditions of the restaurant and additional services, customers don＇ t pay much attention to it,and the satisfaction is in a moderate level.