Abstract
This study examines how each items of service quality may exhibit different impacts on customer satisfaction and uses DINESERV to carry out a questionnaire survey on consumers in the chain restaurant industry. As the Kano model and importance-performance analysis (IPA) each have their own definition and management strategies, using only one approach inevitably has its drawbacks. This study combines the Kano model and the IPA to investigate the critical service quality attributes in the chain restaurant industry. The results show the chain restaurant industry should exclude ‘care-free quality’ items, implement service quality centred on ‘keep up the good work’, use ‘high attractive quality attributes’ to strengthen the focus on improvement–as these attributes are able to strengthen the advantages of chain restaurants, and strive to maintain ‘high value-added quality attributes’ and ‘critical quality attributes’. The ‘high attractive quality attributes’ and ‘potential quality attributes’ do not directly affect consumer satisfaction; they can be viewed as a second priority for improvement. To enhance and maintain customer satisfaction, the abovementioned attributes are combined with potential quality attributes as a strategic weapon to highlight competitive advantage.
| Original language | English |
|---|---|
| Pages (from-to) | 301-328 |
| Number of pages | 28 |
| Journal | Total Quality Management and Business Excellence |
| Volume | 29 |
| Issue number | 3-4 |
| DOIs | |
| Publication status | Published - 2018 Feb 23 |
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All Science Journal Classification (ASJC) codes
- Business, Management and Accounting(all)
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Classifying restaurant service quality attributes by using Kano model and IPA approach. / Pai, Fan-Yun; Yeh, Tsu Ming; Tang, Cheng Yeh.
In: Total Quality Management and Business Excellence, Vol. 29, No. 3-4, 23.02.2018, p. 301-328.Research output: Contribution to journal › Article
TY - JOUR
T1 - Classifying restaurant service quality attributes by using Kano model and IPA approach
AU - Pai, Fan-Yun
AU - Yeh, Tsu Ming
AU - Tang, Cheng Yeh
PY - 2018/2/23
Y1 - 2018/2/23
N2 - This study examines how each items of service quality may exhibit different impacts on customer satisfaction and uses DINESERV to carry out a questionnaire survey on consumers in the chain restaurant industry. As the Kano model and importance-performance analysis (IPA) each have their own definition and management strategies, using only one approach inevitably has its drawbacks. This study combines the Kano model and the IPA to investigate the critical service quality attributes in the chain restaurant industry. The results show the chain restaurant industry should exclude ‘care-free quality’ items, implement service quality centred on ‘keep up the good work’, use ‘high attractive quality attributes’ to strengthen the focus on improvement–as these attributes are able to strengthen the advantages of chain restaurants, and strive to maintain ‘high value-added quality attributes’ and ‘critical quality attributes’. The ‘high attractive quality attributes’ and ‘potential quality attributes’ do not directly affect consumer satisfaction; they can be viewed as a second priority for improvement. To enhance and maintain customer satisfaction, the abovementioned attributes are combined with potential quality attributes as a strategic weapon to highlight competitive advantage.
AB - This study examines how each items of service quality may exhibit different impacts on customer satisfaction and uses DINESERV to carry out a questionnaire survey on consumers in the chain restaurant industry. As the Kano model and importance-performance analysis (IPA) each have their own definition and management strategies, using only one approach inevitably has its drawbacks. This study combines the Kano model and the IPA to investigate the critical service quality attributes in the chain restaurant industry. The results show the chain restaurant industry should exclude ‘care-free quality’ items, implement service quality centred on ‘keep up the good work’, use ‘high attractive quality attributes’ to strengthen the focus on improvement–as these attributes are able to strengthen the advantages of chain restaurants, and strive to maintain ‘high value-added quality attributes’ and ‘critical quality attributes’. The ‘high attractive quality attributes’ and ‘potential quality attributes’ do not directly affect consumer satisfaction; they can be viewed as a second priority for improvement. To enhance and maintain customer satisfaction, the abovementioned attributes are combined with potential quality attributes as a strategic weapon to highlight competitive advantage.
UR - http://www.scopus.com/inward/record.url?scp=84966701381&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84966701381&partnerID=8YFLogxK
U2 - 10.1080/14783363.2016.1184082
DO - 10.1080/14783363.2016.1184082
M3 - Article
AN - SCOPUS:84966701381
VL - 29
SP - 301
EP - 328
JO - Total Quality Management and Business Excellence
JF - Total Quality Management and Business Excellence
SN - 1478-3363
IS - 3-4
ER -