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論文中文名稱:Strategy Map as a Management Tool in Western Restaurant in Taiwan [以論文名稱查詢館藏系統]
論文英文名稱:Strategy Map as a Management Tool in Western Restaurant in Taiwan [以論文名稱查詢館藏系統]
院校名稱:臺北科技大學
學院名稱:管理學院
系所名稱:管理國際學生碩士專班 (IMBA)
畢業學年度:105
畢業學期:第二學期
出版年度:106
中文姓名:Kevin Limanto
英文姓名:Kevin Limanto
研究生學號:104988001
學位類別:碩士
語文別:英文
口試日期:2017/06/26
論文頁數:92
指導教授中文名:林鳳儀
指導教授英文名:Fengyi Lin
口試委員中文名:MIN, CHEN-HUA;蔡榮發
口試委員英文名:Jennifer min;Jung Fa Tsai
中文關鍵詞:Balance scorecardStrategy MapAccountingRestaurantCustomerPrice
英文關鍵詞:Balance scorecardStrategy MapAccountingRestaurantCustomerPrice
論文中文摘要:The rapid growth of restaurant industry makes business owner to provide the best
service and value to the customer. The number of demand from the customer makes restaurant
owner and manager to set up a strategy so as not to lose out with their competitors. One of the
tools to translate the strategy into action is Strategy Map. With the Strategy Map, restaurant
entrepreneur can measure the performance of the restaurant, not only the financial performance,
but also the non-financial performance. The purpose of this study is to evaluate the four
perspectives of Strategy Maps in Taiwan restaurant industry and to search for the most
important perspective according to the restaurant owner, manager, and customer in
strategy map in restaurant industry. This thesis uses AHP methodology. The questionnaire
was sent to 20 customers and 20 restaurant owners and managers. The questionnaire
includes 4 dimensions, 19 sub criteria, and 7 open question. The result shows that the
most important criteria for customer and manager is customer satisfaction and the least
important criteria is member card, price, and innovation for a new product. There are
several differences between customers and managers priority, however manager and
customer has the same first priority. This research also shows that employee satisfaction
is not an important priority in restaurant KPI while in Strategy Map concept, employee
satisfaction is one of the critical contributor for successful restaurant.
論文英文摘要:The rapid growth of restaurant industry makes business owner to provide the best
service and value to the customer. The number of demand from the customer makes restaurant
owner and manager to set up a strategy so as not to lose out with their competitors. One of the
tools to translate the strategy into action is Strategy Map. With the Strategy Map, restaurant
entrepreneur can measure the performance of the restaurant, not only the financial performance,
but also the non-financial performance. The purpose of this study is to evaluate the four
perspectives of Strategy Maps in Taiwan restaurant industry and to search for the most
important perspective according to the restaurant owner, manager, and customer in
strategy map in restaurant industry. This thesis uses AHP methodology. The questionnaire
was sent to 20 customers and 20 restaurant owners and managers. The questionnaire
includes 4 dimensions, 19 sub criteria, and 7 open question. The result shows that the
most important criteria for customer and manager is customer satisfaction and the least
important criteria is member card, price, and innovation for a new product. There are
several differences between customers and managers priority, however manager and
customer has the same first priority. This research also shows that employee satisfaction
is not an important priority in restaurant KPI while in Strategy Map concept, employee
satisfaction is one of the critical contributor for successful restaurant.
論文目次:Abstract ………………………………………………………………………………….I
Acknowledgement ……………………………………………………………………...II
Table of Content ……………...……….………………………...……………………..III
List of Figures …………………………………………...…………………………….VI
List of Tables ……………………...………………………………………………....VIII
Chapter 1 Introduction …………………………………………………………………..1
1.1 Research Background ………………………………………………………1
1.2 Problem Identification ………………………………………………...........3
1.3 Research Purpose …………………………………………………………..4
1.4 Research Structure ……………………………………………………........4
Chapter 2 Literature Review …………………………………………………………….6
2.1 Restaurant industry ………………………… ………………………..........6
2.1.1 Western Restaurant ……......……………………………………..………7
2.1.2 Asian Restaurant ….……………………………………………………...8
iv
2.2 Strategy Map ……………………………………………………………….9
2.2.1 Financial …..……………………………………..……………..……….11
2.2.2 Customer …………………………………………..…………..………..12
2.2.3 Internal Business Process ………………………….……..…………….15
2.2.4 Learning and Growth ……………………………..…..………………...18
2.3 Relationship Between Perspectives ……………………………………….22
Chapter 3 Methodology ……………….……………………………………………….25
3.1 Research Framework ……………………………………………………...25
3.2 Data Collection Technique ………………………………………………..25
3.3 Questionnaire Design …………………………………………………......26
3.3.1 AHP ………………...……….…………………………..........................34
3.3.2 Calculation of AHP analysis …………………..………..……………....35
Chapter 4 Result ……………………………………………………………………….40
4.1 Survey response ……..………,,…………………………………………40
4.1.1 Survey Participant ……………………………………………………..40
v
4.2.1 Customer Dimension Result ……………………………………..44
4.2.2 Sub criteria for Customer result ………………………………….45
4.2.3 Manager and Owner Dimension Result ……………………………….48
4.2.4 Manager and Owner Sub Criteria ……………………………………..49
4.3 Summary Result …………………………………………………………53
4.4 Open Question Result …………………………………….....…………..58
Chapter 5 Conclusion and Suggestion ………….……………………………………..60
5.1 Conclusion ……………..………………….…………………….………60
5.2 Suggestion ……………………………………………………………….62
5.3 Research Limitation and Future Studies ...………………………………63
Reference …….……………………………………………………..……………….…64
Appendix ………………………………………………………………………………69
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論文全文使用權限:同意授權於2017-08-18起公開