Disparities between Services Demanded and Services Received in Taiwanese Restaurants

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Title:	Disparities between Services Demanded and Services Received in Taiwanese Restaurants
Authors:	Chen, Jui-kuei;Chen, I-shuo
Contributors:	淡江大學未來學研究所
Date:	2010
Issue Date:	2011-08-21 23:31:06 (UTC+8)
Publisher:	HILO: The Institute for Business and Finance Research
Abstract:	The aim of this study is to evaluate the service quality performance of Taiwanese foreign restaurants. After a review of the literature on service quality and discussions with managers of Taiwanese foreign restaurants, we decided to use the DINERSERV questionnaire. The methodology, an Importance-Performance Analysis (IPA), is used to categorize whole service items into four dimensions: 1) “keep up the good work,” 2) “possible overkill,” 3) “low priority,” and 4) “concentrate here,” all in accordance with the service performance of each service item. The critical findings indicate that Taiwanese foreign restaurants should improve upon the following seven service items: the parking lot around the restaurant (I2), regular updates to the menu (I8), comfortable seating (I11), fast service (I18), waiters’ problem-solving ability (I20), waiters’ understanding of customers (I27), and always putting the customer first (I28). The results of the study are discussed, along with the implications for managers of Taiwanese foreign restaurants.
Relation:	Global Journal of Business Research 4(1), pp.59-69
Appears in Collections:	[Master's Program, Graduate Institute of Futures Studies] Journal Article

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