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

Gwo-Hshiung Tzeng; Hung-Fan Chang

doi:10.4067/S0718-27242011000300008

Autores/as

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

Resumen

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.

Palabras clave:

Service quality
SERVQUAL
importance-performance analysis
improvement factor
blog

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Biografía del autor/a

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]

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