xxx大学教工餐厅顾客满意度调查研究
xx大学是一所综合性大学，学校的办学条件、师资力量、住宿条件、伙食情况等受到外界极大的关注。而教工餐厅（听荔餐厅）是学校众多餐厅中唯一一家主要面向深大教职工的私营餐厅，位于学校正门附近、面对师范学院、是学生上课教职工上班的途经地点，附近有充足的停车位。教职工是一个较高的消费群体，对餐厅提供的饭菜质量、服务质量等都有较高的要求。此外，由于其相对于外面比较便宜的价格，教工餐厅还吸引了众多外面来宾过来用餐，包括在附近工作的白领层。总而言之，在校内相对于学生餐厅较高的价格和相对于外面较低的消费价格的特点，餐厅内的卫生、饭菜种类质量、服务态度等也引起了较高的关注。对于这样一个非盈利性餐厅，顾客的满意度是餐厅成功的一个关键性因素，因此，本文参考了美国顾客满意度指数模型（ACSI模型）并结合教工餐厅的实际情况对餐厅顾客满意度作一个较系统的研究，及时发现问题，并提出可行的建议以提高顾客满意度，进而更好地满足教职工、在校学生、校外来宾的需求,营造一个和谐、舒适、合理、卫生的用餐环境。
【关键词】 xx大学教工餐厅; 顾客满意度; ACSI模型
Customer Satisfaction Study of Staff Restaurant in
Shenzhen University
【Abstract】Shenzhen University is the only one comprehensive university in Shenzhen Special Economic Zone, so school conditions , teachers, accommodation and food situation are paid great attention by the outside world. Staff restaurant ( Tingli restaurant), a private owned restaurant is the only one that mainly for university staff among a number of restaurants in the schoolyard.It’s located near the main entrance of the university and be opposite to the Normal College building .Quite a lot of staff and students pass by and there is sufficient parking space nearby. The staff is a higher consumer group so they tend to higher requirements of service quality and food quality . In addition , the staff restaurant also attracts a large number of outside guests because of the cheaper price , including the white-collar who work nearby. All in all, because the price is higher than student restaurants and lower than the restaurants outsides, it attracts a high level of attention related to health , types , quality and service attitude. Customer satisfaction is a key factor of success for a private non-profit restaurant. Therefore, this article combines the American Customer Satisfaction Index model (ACSI Model) with the actual situation of the staff restaurant and try to give the customer satisfaction of the restaurant a more systematic study .Finally the problems of the restaurant will be found out and put forward some feasible suggestions to improve the customer satisfaction.As a result, the restaurant may create a harmonious, comfortable, reasonable and hygienic dining environment due to the every effort to meet customer’s need.
【Key words】Staff restaurant in Shenzhen University; customer satisfaction; ACSI Model
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