餐飲業與社會潮流結合，並從發展中表徵出國民生活文化的改變軟跡與態度；隨著生活水準提升，經營環境自由化、國際化，餐飲業已自傳統的型態朝向連鎖化、複合化、網路化、大型化發展。更加上休閒和健康需求的功能，進一步成為餐飲服務業。而本產業同時販賣有形商品和無形商品來建構其產業利益和價值。
結論，因此本研究以餐飲服務業探討提昇顧客滿意度的關鍵成功因素，試圖由台南地區餐飲消費人口的問卷調查中，應用分析層級程序法（AHP），萃取關鍵成功因素作一排序結果如下：

排序 衡量指標
1 餐飲製品衛生安全
2 店內外清潔乾淨
3 餐飲製品美味可口
4 機汽車停放方便
5 人員會適時提供服務
6 點餐檯等候時間短
7 人員服務親切
8 有負責任的態度
9 空間設計寬敞舒適
10 店內環境氣氛舒適
11 人員服裝儀容整潔
12 餐具餐盤乾淨無破損
13 定價合理
14 消費細目列式清楚
15 菜單說明清楚
16 餐飲製品種類多
17 上餐點時間快速
18 結帳速度快
19 營業時間符合需求
20 促銷活動多
21 地點近/分店多
22 招牌明顯易見

The restaurant industry is combined with social current, and its development characterizes the track of change of living culture and the attitude of citizens. With the improvement of living standard and the liberalization and internationalization of business environment, the restaurant industry has developed from the traditional form toward chain store, complex, cyberization and large scale. Plus the functions of recreation and health care, it has even become the food service industry. In this industry, the industrial benefits and value are constructed by selling both tangible commodities and intangible commodities.
Therefore, this research probes into the key success factors (KSF) for improving customer satisfaction in the food service industry, and applies the analytic hierarchy process (AHP) to extract the key success factors from the results of questionnaire investigation on the consumption population of food service industry in Tainan. The sequencing of the factors is as follows:

Rank Evaluation Index
1 Food health and safety
2 Clean internal and external environment
3 Delicious food
4 Convenient parking for motorcycle and car
5 Timely service offered by servants
6 Short waiting time at ordering counter
7 Kind attitude of service
8 Responsible attitude
9 Spacious and comfortable space
10 Comfortable internal environment and atmosphere
11 Tidiness of servants' dressing
12 Clean and good dishware
13 Reasonable price
14 Detailed list of consumption items
15 Clear description of menu
16 Diverse kinds of food
17 Quick response to order
18 Quick check-out service
19 Service hours conforming to demand
20 Enough promotional activities
21 Near location / Many branches
22 Conspicuous signboard

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