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

Authors

  • Gwo-Hshiung Tzeng National Visiting Professor, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan.TEL: +886-2-23146515 ext 505, E-mail: [email protected]
  • Hung-Fan Chang Ph.D. student, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan. TEL: +886-3-5712121, E-mail: [email protected]

DOI:

https://doi.org/10.4067/S0718-27242011000300008

Keywords:

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

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.

Downloads

Download data is not yet available.

Author Biographies

Gwo-Hshiung Tzeng, National Visiting Professor, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan.TEL: +886-2-23146515 ext 505, E-mail: [email protected]

National Visiting Professor, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan.TEL: +886-2-23146515 ext 505, E-mail: [email protected]

Hung-Fan Chang, Ph.D. student, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan. TEL: +886-3-5712121, E-mail: [email protected]

Ph.D. student, Institute of Management of Technology, National Chiao Tung University. 1001 University Road, Hsinchu City 300,Taiwan. TEL: +886-3-5712121, E-mail: [email protected]

References

ALBRECHT, K. (1991). Total quality service. Executive Excellence, 8, 18-19.

ARAMBEWELA, R. and Hall, J. A. (2006). Comparative Analysis of International Education Satisfaction Using SERVQUAL. Journal of Services Research, 6, 141-163.

BACON, D. (2003). A comparison of approaches to importance-performance analysis. International Journal of Market Research, 45, 55-71.

BAKER, J. and Cameron, M. (1996). The Effects of the Service Environment on Affect and Consumer Perceptions of Waiting Time: An Integrative Review and Research Proposition. Journal of the Academy of Marketing Science, 24(4), 338-349.

BERDIE, D. R. (1994). Reassessingthe Value of High Response Rates to Mail Surveys. Marketing Research, 1, 52-64.

BRADY, M. K. and Robertson, C. J. (1999). An exploratory study of service value in the USA and Ecuador. International Journal of Service Industry Management, 10, 469-486.

BYRNE, B. M. (1994). Structural equation modeling with EQS and EQS/Windows. Sage, Newbury Park.

CHEN, C. F. and Tsai, D. C. (2006). How Destination Image and Evaluative Factors Affect Behavioral Intentions? Journal of Tourism Management, 28, 1115-1122.

CHU, R. K. S. and Choi, T. (2000). An importance- performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travelers. Tourism Management, 21(4), 363-377.

DENG, W. J. (2008). Fuzzy importance-performance analysis for determining critical service attributes. International Journal of Service Industry Management, 19, 252-270.

FITZSIMMONS, J. A. and Fitzsimmons, M. J. (2006). Service Management. McGraw Hill, New York.

GEMMEL, P. (2007). Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers. International Journal of Service Industry Management, 18, 443-444.

GRONROOS, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston.

GRÓNROOS, C. (1990). Services Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books, MA.

HUANG, W. H. (2008). The impact of other-customer failure on service satisfaction. International Journal of Service Industry Management, 19, 521-536.

JOHNSON, C. and Mathews, B. P. (1997). The influence of experience on service expectations. International Journal of Service Industry Management, 8, 290-305.

LOVELOCK, C. H. (1983). Retailing Strategies for Public and Nonprofit Organizations. Journal of Retailing, 59, 93-115.

MARTILLA, J. A. and James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41, 77-79.

MENON, K. and Dube, L. (2000). Ensuring Greater Satisfaction by Engineering Salesperson Response to Customer Emotions. Journal of Retailing, 76(3), 285-307.

PARASURAMAN, A., Zeithaml, V. A. and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

PARASURAMAN, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64, 12-40.

Downloads

Published

2011-09-06

How to Cite

Tzeng, G.-H., & Chang, H.-F. (2011). Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry. Journal of Technology Management & Innovation, 6(3), 106–115. https://doi.org/10.4067/S0718-27242011000300008

Issue

Section

Research Articles