Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry

Article English OPEN
Gwo-Hshiung Tzeng; Hung-Fan Chang;
  • Publisher: Universidad Alberto Hurtado. Facultad de Economía y Negocios
  • Journal: issn: 0718-2724
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.4067/S0718-27242011000300008
  • Subject: Technology (General) | Service quality | importance-performance analysis | improvement factor | T | Service quality, SERVQUAL, importance-performance analysis, improvement factor, blog | Technology | T1-995 | SERVQUAL

As the global economy becomes a service oriented economy, food service accounts for over 20% of service revenue, with an annual growth rate of more than 3%. Compared to physical products, service features are invisible, and the production and sale occurs simultaneously.... View more