Author/s:
Wang, Wen Sheng*
Graduate School of Business and Management, Lunghwa University of Science and Technology, Taiwan, ROC (vincenwan@hotmail.com)
Abstract:
Economic development is always one of the most crucial issues being discussed in the world, which various industries are directly involved such as: agriculture, commerce, and recently the so-called Hi-Technology (Information Technology). With the notion that industry competition could brought about developments, such as improved product, cost cutting, and shortening of the time to market. Companies are continuously looking into what strategies that is beneficial and less risky. In Taiwan, the current economic situations have caused people to exert even more time and effort in earning money. Such phenomenon sparks the high frequency of eating out (or dining out). In addition, the current low birthrate situation in Taiwan, people tends to spend more money on leisure and less time at home. Hence, the restaurant industry has become quite demanding. The current study shall utilize the Quality Function Deployment (QFD) method and the matrix House of Quality (HOQ), to evaluate and analyze the trade-off decisions between service quality and customer satisfaction in Taiwan’s restaurant industry. Recommendations and implications are then given to aid future researchers on similar areas of studies.
Keywords: service quality; customer satisfaction; QFD; HOQ; Taiwan
DOI: https://doi.org/10.5861/ijrsm.2012.160
*Corresponding Author