為提供消費者安心滿意的消費環境，經濟部商業司於民國八十四年七月訂定「優良商店作業規範推行方案」，自民國八十五年九月起開始受理各業別認證的申請。本研究以通過優良商店認證之連鎖西餐廳為研究對象，針對其晚間用餐顧客進行問卷之發放。主要目的為運用期望容忍區間架構，探討優良商店認證制度對於顧客衡量餐廳服務品質之影響。研究結果發現，顧客對於優良商店認證制度之認知普遍不足，因此認證單位於媒體上的宣導部份仍有可提昇之空間。而餐廳服務品質方面，顧客對於「洗手間之清潔」一項最不能接受，因此業者於服務人員之教育訓練部份應再做加強改善，以維持餐廳之衛生品質。而本研究之結果亦顯示出使用容忍區間架構，較過去僅以實際感受之程度來衡量服務品質，更容易突顯出服務之問題，有利於業者進行品質改善。

To provide the consumers with a safe and pleasing surroundings, the Ministry of Economic Affairs (MOEA) set a policy for small business, which is called Good Store Practice (GSP), in July 1995. Since September 1996, the MOEA began to accept the applications. The goal of the study is to make use the zone of tolerance theory, and to analyze the effect of the GSP system on the service quality of the restaurant. The survey was conducted in a western-style chain restaurant, which is also a member of the GSP. From the outcome of the research, people who have never heard of the GSP system are of high 44.2%. It shows that customers generally lack of recognition of the system. The publicity of the mass media leaves a lot to be desired. The cleanness of toilet is a major service quality problem. The manager should improve on-job training for staffs to maintain the sanitation quality of the restaurant. The outcome also shows that the zone of tolerance model is very effective in evaluating service quality.