Analysis of Demand for Quality Service in Fast Food Restaurants
Journal Title: International Journal of Business and Management Invention - Year 2019, Vol 8, Issue 1
Abstract
This study used IPA to explore the importance and satisfaction of customers on service quality; the results of the analysis were provided to H- fast food restaurant as the advice for a business strategy. This study took the consumers of H fast food restaurant as the research subjects to search for the direction and priority of service quality improvement based on IPA analysis. The results of the study found that the appearance of the bright and tidy facilities and the service staff's friendly solving customers’ problems were considered to be of high importance to the customer, but the quality provided by the H fast food restaurant did not make the customers satisfied. It is recommended that H fast food restaurant should regularly organize the environment of the facilities, keep the environment clean and tidy, and if the facilities are damaged, they must be refurbished and kept neat. In terms of solving customers’ problems by the service staff friendly, the restaurant needs to strengthen staff training so that the staff are also able to serve customers kindly when they are busy.
Authors and Affiliations
Yi-Chan Chung, Ying-Ying Chang, Chih-Hung Tsai
Keywords
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