C高校餐饮外卖服务质量优化研究

发布时间：2018-03-31 23:28

本文选题：餐饮外卖服务质量　切入点：六西格玛设计　出处：《成都理工大学》2017年硕士论文

【摘要】：随着餐饮外卖在近几年的迅猛发展,通过互联网订餐来解决三餐的需求已融入普通大众的生活习惯中。学生群体作为餐饮外卖市场的重要组成部分在享受着更加便捷的服务的同时,也忍受着该行业中不断涌现出的问题。部分餐饮商户采用粗放的管理方式,忽视了影响顾客体验的问题,导致了餐饮商户订单减少,收入降低。由此可见,找到影响餐饮外卖服务质量的关键因素并对其进行优化改进是帮助餐饮商户长期稳定发展、持续盈利的关键点。六西格玛设计的原理就是利用合理的流程进行产品和服务质量的优化,通过在过程中对IDDOV流程的识别、定义、展开、优化和验证阶段的运用,从而提高顾客对产品或服务的满意程度。本文作者在查阅、归纳了大量国内外相关文献之后,以服务质量和六西格玛设计理论为基础,构建了餐饮外卖服务质量优化框架。根据六西格玛设计的IDDOV流程,对C高校餐饮外卖服务质量的优化进行了研究。首先,通过调查分析了餐饮外卖服务的现状,了解了C高校餐饮外卖服务的发展情况,根据调查数据分析总结出C高校餐饮外卖服务中存在的主要问题。再按照IDDOV流程,使用QFD的质量屋模型和调查问卷对影响C高校餐饮外卖服务的关键质量特性进行了识别;紧接着利用FMEA方法对该关键质量特性完成了深入的分析,得到了导致其失效的因素;然后,运用田口稳健设计法对失效因素进行了优化设计并使用验证试验的方法对优化设计的效果进行了验证。结果证明,该优化框架能够成功对餐饮外卖的服务质量进行优化。其它的餐饮商户能够根据该优化框架的流程,分析影响餐饮外卖服务质量的关键因素,并按照优化框架对其进行优化,从而提升顾客体验,增加收入与利润。本文的创新主要体现在将服务质量理论与六西格玛设计理论结合,构建了餐饮外卖服务质量优化框架,结合QFD、FMEA、田口稳健设计应用于餐饮外卖服务质量的优化,填补了该理论在餐饮外卖服务领域的研究空缺。本文的研究不仅能够给餐饮外卖商户提高服务质量提供参考,还能够为后继的研究者在与餐饮外卖配送相似的互联网新形势下的商超、水果、生鲜蔬菜、蛋糕、药品等其它领域的服务质量提供优化思路。
[Abstract]:With the rapid development of takeout in recent years, The need to order meals through the Internet has been integrated into the general public's habits. Students, as an important part of the takeout market, are enjoying more convenient services. Some restaurants adopt extensive management methods, ignoring the problems affecting the customer experience, resulting in fewer orders and lower income. Finding out the key factors that affect the quality of catering take-out service and optimizing and improving it is to help restaurants develop steadily in the long run. The principle of six Sigma design is to optimize the quality of products and services through the identification, definition, expansion, optimization and verification of the IDDOV process in the process. In order to improve customer satisfaction with products or services. After consulting and summarizing a large number of relevant literature at home and abroad, the author based on the quality of service and six Sigma design theory. Based on the IDDOV process designed by six Sigma, the optimization of takeout service quality in C colleges and universities is studied. Firstly, the present situation of takeout service is analyzed through investigation. This paper studies the development of takeout service in C colleges and universities, analyzes and summarizes the main problems existing in the takeout service of C university according to the investigation data. Then according to the IDDOV process, This paper uses QFD's quality room model and questionnaire to identify the key quality characteristics that affect the catering takeout service in C colleges and universities, and then makes a thorough analysis of the key quality characteristics by using the FMEA method, and obtains the factors that lead to its failure. Then, the method of Taguchi robust design is used to optimize the design of failure factors and the method of validation test is used to verify the effect of the optimal design. The optimization framework can successfully optimize the service quality of takeout, and other restaurant merchants can analyze the key factors that affect the service quality according to the process of the optimization framework, and optimize the service quality according to the optimization framework. In order to enhance customer experience and increase income and profit, the innovation of this paper is mainly reflected in the combination of service quality theory and six Sigma design theory, and the optimization framework of catering take-out service quality is constructed. Combined with QFDFMEA, Taguchi's robust design is applied to the optimization of the quality of catering takeout service, which fills the research vacancy of this theory in the field of catering takeout service. The research in this paper can not only provide a reference for the restaurant take-out merchants to improve the service quality, It can also provide an optimized idea for the service quality of the following researchers in the new Internet situation similar to food and beverage delivery, such as commercial supermarket, fruit, fresh vegetables, cake, medicine and so on.
【学位授予单位】：成都理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.3

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