Investigating the importance and cognitive satisfaction attributes of service quality in restaurant business - a case study of TASTy steakhouse in Taiwan |
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| Authors: | Tai-Hsi Wu Shao-Jen Weng Yi-Ta Lin Don Gotcher |
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| Institution: | 1. Department of Business Administration, National Taipei University , Taipei, Taiwan;2. Department of Industrial Engineering and Enterprise Information, Tunghai University , Taichung, Taiwan;3. Department of International Business, Tunghai University , Taichung, Taiwan |
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| Abstract: | ABSTRACT In this research, we proposed an effective approach to investigate the importance and satisfaction attributes of service quality of a restaurant business. For understanding the gaps of service quality cognition between consumers and servers, our work can be used as a reference for helping restaurants improve their service quality and reuse their resources effectively. We applied DINESERV scales and five-point Likert scales as quantitative research tools. The Kano model, customer satisfaction index, regression analysis, improvement effort index, and importance-performance analysis (IPA) were applied as measurement tools to examine the importance of various service attributes. Our approach was implemented in a famous restaurant in Taiwan: TASTy Steakhouse. The relative priority of service quality attributes for improving this chain restaurant and its competitiveness are ranked and discussed. |
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| Keywords: | Service quality SERVQUAL Importance-Performance Analysis (IPA) Customer Satisfaction Index (CSI) Improvement Effort Index (IEI) |
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