Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis

Upgrading service quality of mobile banking

“…Tsai and Lin (2014) developed a two-phase service quality strategy model to identify defective service attributes and uncovered their root causes for the hotel sector by integrating the importanceperformance gap analysis model, service triangle and gap analysis. Cheng, Tsai and Lin (2015) integrated IPGA with the QFD model in order to determine the critical service quality attributes and to develop their improvement programs and improvement priority for casual-dining restaurants. The research studies mentioned above have contributed much to the improvement of service quality, but most of their results only put forward key factors to improve service quality or construct improvement strategies while failing to present a specific management test mechanism at the execution level of service quality improvement.…”

“…In the HoQ design, the left side of the house includes customer requirements, whereas the roof of the house is the technical design of products or services to customers, of which the priority level of customers is the evaluation principle for the technical designs of products or services (Ikiz and Masoudi, 2008;Wang, 2007). Many scholars have used this method to discuss decision-making issues for the improvement of service quality (Cheng, Tsai and Lin, 2015;Cheng, Tsai and Lin, 2016), and according to Ramanathan and Yunfeng (2009), the HoQ design is as shown in Figure 2.…”

“…With the popularity of mobile devices and broadband networks, mobile devices have become an important channel for citizens to contact enterprises while the mobile service experience is more critical for customers to continue the use of entity services. We know from past research that good service quality has always been the important basis to elevate customer satisfaction and loyalty in the service industry (Cheng et al, 2015). Nevertheless, the service pattern of mobile banking is different from that of entity banks; as a result, it is necessary to conduct overall discussions regarding the cognition and perception of customers over the service quality of mobile banking.…”

“…However, scholars have not integrated these 4 methods to realise the objective of Service Excellence Quality in the past. Although some scholars utilised IPGA and DEMATEL to identify the gaps of service quality Cheng, Tsai and Lin, 2013;Tsai, Lin and Chan, 2011b), there still lacks a specific discussion on the improvement design of service quality, the implementation of objective plans of Service Excellence Quality and achievement evaluation. As a result, this study adopts the identification pattern of service quality gaps during IPGA and DEMATEL periods, as proposed by Tsai, Lin and Chan (2011b), combines QFD and MBO and proposes a set of performance objective evaluation models in order to seek the key factors of service quality improvement for mobile banking.…”

Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

“…Later, several modifications of the generic SERVQUAL instrument were developed to better suit the specifics of the hospitality industry, such as DINESERV for restaurants (Stevens, Knutson, and Patton 1995), TANGSERV for measuring tangible quality (Raajpoot 2002), LODGSERV for measuring quality in the lodging sector (Knutson et al 1990), etc. Scholars have also proposed alternative models for restaurant quality measurement, such as a marketing-oriented (7P) quality model (Kukanja, Gomezelj Omerzel, and Kodrič 2017) and a quality model combining the importance-performance analysis (IPA) and the quality function deployment (QFD) method (Cheng, Tsai, and Lin 2015). According to Liu and Tse (2018), although alternative models have been proposed, DINESERV remains the most popular and frequently used diagnostic tool for service quality evaluation in the restaurant industry.…”