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

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...

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Autores principales:	Tzeng,Gwo-Hshiung, Chang,Hung-Fan
Lenguaje:	English
Publicado:	Universidad Alberto Hurtado. Facultad de Economía y Negocios 2011
Materias:	SERVQUAL Service quality importance-performance analysis improvement factor
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242011000300008
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spelling	oai:scielo:S0718-272420110003000082011-12-28Applying Importance-Performance Analysis as a Service Quality Measure in Food Service IndustryTzeng,Gwo-HshiungChang,Hung-Fan SERVQUAL Service quality importance-performance analysis improvement factor 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.info:eu-repo/semantics/openAccessUniversidad Alberto Hurtado. Facultad de Economía y NegociosJournal of technology management & innovation v.6 n.3 20112011-10-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242011000300008en10.4067/S0718-27242011000300008
institution	Scielo Chile
collection	Scielo Chile
language	English
topic	SERVQUAL Service quality importance-performance analysis improvement factor
spellingShingle	SERVQUAL Service quality importance-performance analysis improvement factor Tzeng,Gwo-Hshiung Chang,Hung-Fan Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
description	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.
author	Tzeng,Gwo-Hshiung Chang,Hung-Fan
author_facet	Tzeng,Gwo-Hshiung Chang,Hung-Fan
author_sort	Tzeng,Gwo-Hshiung
title	Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
title_short	Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
title_full	Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
title_fullStr	Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
title_full_unstemmed	Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry
title_sort	applying importance-performance analysis as a service quality measure in food service industry
publisher	Universidad Alberto Hurtado. Facultad de Economía y Negocios
publishDate	2011
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242011000300008
work_keys_str_mv	AT tzenggwohshiung applyingimportanceperformanceanalysisasaservicequalitymeasureinfoodserviceindustry AT changhungfan applyingimportanceperformanceanalysisasaservicequalitymeasureinfoodserviceindustry
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Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

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