本研究目的（一）驗證「鐵板燒餐廳服務品質、再購意願及口碑」因果模式之關係，（二）探討鐵板燒餐廳服務品質對消費者再購意願及口碑的影響力。本研究以結構方程模式來驗證服務品質影響模式於鐵板燒餐廳的適配程度並藉以探討服務品質、再購意願與口碑的因果關係，作為鐵板燒餐廳改進服務品質之依據。本研究對象為高雄市鐵板燒餐廳消費者，以立意抽樣的方式發放問卷，共回收412份有效問卷。研究結果發現：1. 本研究具有良好適配度。2. 研究模式中自變項對依變項其直接效果：「服務品質」對「再購意願」、「服務品質」對「口碑」等2個直接效果，均達到顯著水準。由研究結果得知，提昇服務品質對再購意願及口碑都有顯著的正面影響。因此，建議業者由服務品質影響模式中的有形性、可靠性、反應性、保證性及關懷性等五個因素建立相關具體的管理制度以提昇服務品質，進而提高顧客的再購意願及口碑。

The purpose of this study was to confirm the causality relationship amongquality of service, customer repurchase intention, and word of mouth. Also, theexplorations of service quality in teppanyaki restaurants influence customerrepurchase intention and word of mouth.The method of this study was based on the structural equation model to confirmthe service quality will impact on teppanyaki restaurants’ adaptability; then, thediscussion of the causality of service quality, customer repurchase intention, and wordof mouth will become the foundation of improving the quality of service inteppanyaki restaurants.The subjects in this research are customers of teppanyaki restaurants inKaohsiung City. The subjects received questionnaires randomly. The total validquestionnaires were four hundred and twelve.The results show that:1. The research has an excellent adaptability.2. The model of this research affects the independent variables on the dependentvariables directly: “Service quality versus the repurchase intention” and “Servicequality versus word of mouth.” Both of the effects meet the significant level.According to the results, promoting the service quality has positive impact oncustomer repurchase intention and word of mouth. Therefore, we suggest five factorswhich based on the service quality to operators: tangibility, reliability, responsiveness,assurance, and thoughtfulness. The five factors were established on related andspecific model in order to improve service quality and then increasing customerrepurchase intention and word of mouth.