In today's world of fierce competition, rendering service quality is crucial for subsistence and success for its significant influence on customer satisfaction and loyalty to organisations. Given that, related research has expanded into the purview of both business and academia in recent years. To this purpose, identifying critical service attributes to improve overall quality under resource-limiting conditions has become absolutely necessary and importance-performance analysis (IPA) has been regarded as a simple and useful technique for this requirement. However, we argue that the defect of traditional IPA is the failure to take into account gap analysis as various authors reiterated that service quality is the degree of discrepancy between customers' expectations and perceptions of the service. Therefore, this study has a transformation function which integrates IPA and gap analysis to substitute for the original ones to produce a revised matrix. Beside that, we further calculate the standardised distance from each attribute to this pivot to estimate the sub-priority of service attributes which were situated in the same quadrant. To verify the validity and the implementation of this modified model, a Taiwanese HR service agency case was then presented and effective action for each service quality attribute was also acquired.

Purpose This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants. Design/methodology/approach This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants. Findings The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality. Originality/value The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

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Abstract-This study uses Importance-Performance Analysis (IPA) in evaluating Taiwan blog e-service quality. Base on Importance-Performance Analysis, if the interface is smooth, and it provides multiplicity and uploading functions belonged to quadrant 1, (keep up the good work), and the most important blogs' future functions is sharing resources between blogs associated with quadrant 1, (keep up the good work). Finally, the result of this study is expected to serve as a useful guideline for Internet service providers and future research. Implications of these results for practice and research are provided as result.