在大数据时代背景下，品牌化、连锁化是目前餐饮业的新趋势，经营的主体也 变得多元化，同时面临着“三高一低”的困境，“三高”指物料、人工、租金高， “一低”指利润低。因此，各餐饮企业投资者想尽一切办法来争夺市场，竞争非常 激烈。YQ公司是一家“杭帮菜”餐饮企业，六年时间已经有9家直营店，致力于 打造成为中原经济区第一大餐饮品牌。为了使公司获得更好的发展，必须查找自身 不足并进行完善改进，提高顾客满意度，从而有利于公司在激烈的竞争市场中获得 有效长远发展。 论文的主要内容包括：首先阐述了研究的背景和意义，并对国内外有关顾客满 意度的研究文献和相关理论知识进行了梳理、总结，为构建YQ公司顾客满意度模 型和测评体系提供理论支撑。其次，通过对YQ公司品牌形象、人员结构、产品、 服务能力、环境等现状进行分析，以及波特五力模型分析和SWOT分析，并依据大 众点评平台数据归纳和人员访谈筛选出影响YQ公司顾客满意度的主要因素。基于 此，参照欧洲顾客满意度模型构建YQ公司顾客满意度模型和测评体系，其中顾客 满意度为一级指标，二级指标分为6项，在二级指标体系下构建了15项三级指标。 运用层次分析法确定各指标权重并进行一致性检验。通过调查问卷，收集并归纳数 据，然后加权计算出YQ公司总体顾客满意度，使用各指标权重和计算出的各指标 顾客满意度绘制四象限图以便进行直观分析。最后，根据定量分析的结果，从服务 质量、菜品质量、价格水平、企业形象方面提出满意度提升的策略，为YQ公司满 意度提升提供强有力的支撑。 本文希望在对YQ公司顾客满意度的研究基础上，可以为该公司今后的发展起 到一定的作用，进而实现对YQ公司竞争力的提升。 关键词：餐饮业，YQ公司，顾客满意度，层次分析法 中原工学院硕士学位论文 II Abstract Under the background of the era of big data, branding and chaining are the new trends in the catering industry, and the main body of operation has become diversified. At the same time, catering industries are facing the dilemma of "three highs and one low". The "three highs" refer to materials, labor, and rents require high expenses, and "one low" refers to low profits. Investors in the catering industry have tried every means to compete for the market, and the competition is very fierce. YQ is a "Hang bang cuisine" catering company, with 9 direct-operated stores in 6 years, and is committed to becoming the largest catering brand in the Central Plains Economic Zone. In order to enable the company to achieve better development, it must combine its own advantages, aim at its own shortcomings, make improvements and improve customer satisfaction, so that the company can achieve effective long-term development in the fiercely competitive market. The main content of the thesis are as follows. The background and significance of the research are firstly elaborated, and the domestic and foreign research literature on customer satisfaction and related theoretical knowledge are sorted out and summed up to supply theoretical support to the construction of YQ company customer satisfaction model and evaluation system. Secondly, by analyzing the status situation of YQ company’s brand image, personnel structure, products, service capabilities, environment, etc., as well as Porter’s five forces model analysis and SWOT analysis, and summarizing YQ company’s influencing factors of customer satisfaction based on the data from the public comment platform and customer. Based on this, the YQ company’s customer satisfaction model and evaluation system are constructed according to the European customer satisfaction model. Among them, customer satisfaction is treated as the first-level indicators, and there are six items in the second-level indicators. Fifteen three-level indicators are obtained from the expansion of the second-level indicators. Through taking advantage of analytic hierarchy process, the weight of each indicator is fixed and the consistency is judged. Collect and summarize the data through questionnaires, and then calculate the overall customer satisfaction of YQ company by weighting. Use the weights of secondary indicators and the calculated customer satisfaction level to draw a four-dimensional matrix diagram for visual analysis. Finally, according to the results of the quantitative analysis, the satisfaction improvement strategy is proposed from the aspects of service quality, dining environment, food quality, price 中原工学院硕士学位论文 III level, corporate image, etc., to provide strong support for YQ's satisfaction improvement. This thesis hopes that based on the research on YQ's customer satisfaction, it is able to play a certain role in the company's future development, and then realize the improvement of YQ's competitiveness. Keywords: Catering; YQ company; Customer satisfaction; Analytic hierarchy process 中原工学院硕士学位论文 I 目 录 摘要 ..................................................................................................................................... I Abstract ............................................................................................................................... II 1 绪论 .................................................................................................................................. 1 1.1 研究背景及意义 .................................................................................................... 1 1.1.1 研究背景 ...................................................................................................... 1 1.1.2 研究意义 ...................................................................................................... 1 1.2 国内外研究现状 .................................................................................................... 2 1.2.1 国外研究现状 .............................................................................................. 2 1.2.2 国内研究现状 .............................................................................................. 3 1.2.3 文献述评 ...................................................................................................... 4 1.3 研究内容和研究方法 ............................................................................................ 4 1.3.1 研究内容 ...................................................................................................... 4 1.3.2 研究方法 ...................................................................................................... 5 1.3.3 研究路线 ...................................................................................................... 6 2 相关理论 .......................................................................................................................... 7 2.1 顾客满意及顾客满意度 ........................................................................................ 7 2.1.1 顾客满意 ...................................................................................................... 7 2.1.2 顾客满意度 .................................................................................................. 8 2.2 顾客满意度指数模型 ............................................................................................ 9 2.3 层次分析法 .......................................................................................................... 11 2.4 波特五力模型理论 .............................................................................................. 12 2.5 SWOT分析理论 .................................................................................................. 12 2.6 检验分析方法 ...................................................................................................... 13 2.7 四象限模型 .......................................................................................................... 14 3 YQ公司经营现状分析 .................................................................................................. 15 3.1 YQ公司简介 ........................................................................................................ 15 3.2 YQ公司现状分析 ................................................................................................ 15 3.3 餐饮行业竞争环境分析 ..................................................