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ABSTRACT Customer satisfaction directly affects the fame and customer loyalty of industry, so businesses manage to attract customers with the principle of customer-oriented, treating customers like god. Catering industry is no exception. A restaurant possibly starts from the customer demand, and it is likely to fail because of dissatisfaction of customers. Therefore, it is important for catering industry to know the theory of customer satisfaction and seek for the efficient methods to improve customer satisfaction. 31298
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In light of this, the Spk incense pot near Quanshan District of University is chosen as a representative of catering industry to analyze the influential factors on customer satisfaction. The article adopts the CSI evaluation system and builds an index system for the Spk incense pot. The questionnaire is designed and data is collected from different people and is processed with the appropriate mathematical methods. After analyzing correlation and regression, the influential factors on customer satisfaction of Spk incense pot could finally be drawn and these factors will be sequenced in the order of importance clearly. At the end of the article, some countermeasures and advice for developing the Spk incense pot will be offered, and limitations about this article will also be pointed out.
Key Words: Spk incense pot Customer satisfaction Customer satisfaction research CSI evaluation system
摘要因为顾客满意直接影响企业的信誉和顾客忠诚度，所以各行各业都想尽一切办法来吸引顾客的注意力，以顾客为中心，力争最大限度地实现顾客的满意度，餐饮行业当然也不例外。一家餐厅不但会因为顾客的需求而起家，而且也会因为顾客的不满意而败落。因此，对于餐饮业的投资者和经营者来说，了解顾客满意理论以及在实践中如何提高顾客满意是相当重要的。
为了明晰影响顾客满意度的因素，以找出相应的对策，本论文选择了江苏师范大学泉山校区附近的思必客作为研究对象，深入、具体分析影响顾客满意度的各种因素。在阅读大量文献及对比研究的基础上的基础上，本文采用了顾客满意指标评价体系来选择指标，并且建立了指标模型。然后设计了有针对性的调查问卷，收集、并根据相关的统计方法处理、分析了所得数据。结果显示，餐饮业顾客满意度受到提供食物的质量、价格、就餐环境、服务态度等客观因素的影响。在论文的最后，提出相应的发展对策，反思本研究的不足之处并展望下一步研究的必要性。
毕业论文关键词：思必客 顾客满意 顾客满意调查 顾客满意指标评价体系
CONTENTS
Abstracti
摘要ii
Introduction..1
Chapter One Model Construction.5
1.1 Influential Factors of Customer Satisfaction in Spk incense pot..5
1.2 Index System Design5
1.3 Model Construction..7
Chapter Two Empirical Analysis ..8
2.1 Questionnaire Investigation.8
2.2 Descriptive Statistical Analysis of Questionnaires..8
2.3 Regression Analysis.11
2.4 Index System Revising..14
Chapter Three Countermeasures..15
Conclusions and Outlooks..17
Appendix18
References.20
An Analysis on Customer Satisfaction of SPK Incense Pot near University