Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

Gwo-Hshiung Tzeng, Hung-Fan Chang

Abstract


As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously. There is not easy to measure the performance of service. Therefore, the service quality of catering services is considered to be an important topic of service management. According Market Intelligence & Consulting Institute (MIC) to apply blog text analyzing to point out top 10 restaurants of blog in Taiwan, what it’s popular restaurant in food service industries. This paper attempts to identify both the importance and performance of restaurant service quality in the Taiwan food service industry using the SERVQUAL and IPA model. We can conclude with certainty that three methods (SERVQUAL, IF and IPA) are able to explain significant amount of service quality. At the same time, the service quality factors of IPA model had more comprehensive consideration in comparison to those of SERVQUAL and IF.

Keywords


Service quality, SERVQUAL, importance-performance analysis, improvement factor, blog

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References


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DOI: http://dx.doi.org/10.4067/S0718-27242011000300008



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