DISPARITIES BETWEEN SERVICES DEMANDED AND SERVICES RECEIVED IN TAIWANESE RESTAURANTS

Jui-Kuei Chen and I-Shuo Chen

Global Journal of Business Research, 2010, vol. 4, issue 1, 59-69

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.

Keywords: Taiwan; SERVQUAL (search for similar items in EconPapers)
JEL-codes: C10 M10 M31 (search for similar items in EconPapers)
Date: 2010
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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