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

A restaurant is one of the facilities to carry out Food Service Industry or as a part tourism accommodation that plays a role in fulfilling the needs of tourists or customer. In this case, good service quality will determine the progress of a restaurant beside food and beverage as the offered products. Saung Mirah Restaurant Bogor is a restaurant that has a quality of service that is not as expected, thus causing a lot of complaints from guests. The purpose of this study is to look at the implementation of quality of service performed and what improvements could be given to the management of Saung Mirah Restaurant Bogor, so the quality of the restaurant service can be increased and complaints from customers can be decreased.

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An Importance-Performance Analysis of Food Service Quality in Macao Case study of Portuguese snack shops

10.5176/2251-3426_thor1208 ◽

2012 ◽

Author(s):

Ji Mingjie ◽

Zhang Yang

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Food Service

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The Influence of Brand Image and Restaurant Attributes towards Customer Satisfaction at Pekkio Restaurant

Jurnal Entrepreneur dan Entrepreneurship ◽

10.37715/jee.v9i2.1309 ◽

2020 ◽

Vol 9 (2) ◽

pp. 79-90

Author(s):

Oei Natalia Marcella

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Food Quality ◽

Significant Influence ◽

Online Survey ◽

Service Industry ◽

Brand Image ◽

Food Service ◽

Special Method ◽

Quality Service

In this globalization era, food service industry as restaurant that provide the basic of human needs has been well developed. The development of food industry has given a huge contribution to the social and environment aspects (Franceschelli et al, 2018). Pekkio restaurant is one of the restaurants in Surabaya that sell Singapore chinese cuisine in Pakuwon Mall Surabaya. In order to survive in this industry, Pekkio restaurant continuously develop their performance to increase the customer satisfaction. With the purpose to find out the factors that influence customer satisfaction, this research aims to discover whether brand image, food quality, service quality, and atmospherics have significant influence towards customer satisfaction of Pekkio restaurant. Therefore, researcher conducted an online survey that are distributed to the samples using 5-point Likert-scale. The population is unknown thus, the researcher use special method from Roa (2016) and the sample become 97. Moreover, the obtained data will be analysed using Multiple Linear Regression. The result shows that food quality and service quality have significant influence towards customer satisfaction of Pekkio restaurant. However, brand image and atmospherics don’t significantly influence customer satisfaction at Pekkio restaurant . Albeit, there are positive relationship of brand image and atmospherics towards customer satisfaction of Pekkio restaurant. Keywords: Brand Image, Food Quality, Service Quality, Atmospherics, and Customer Satisfaction

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Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant

Information Management and Business Review ◽

10.22610/imbr.v3i5.944 ◽

2011 ◽

Vol 3 (5) ◽

pp. 273-282

Author(s):

Yu-Te Tu ◽

Yu-Yi Chang .

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Industry ◽

Relevant Literature ◽

Operating Cost ◽

Food Service ◽

Initial Study ◽

Strong Impact ◽

Set Up

Chain restaurant is one of the fastest growing restaurants in the food service industry. In America, Service industry contributes about 60% of the annual GDP and 70% of new jobs. According to the statistics of Executive Yuan of Taiwan, the service industry contributes over 70% of the annual GDP in 2008. The ultimate goal for companies is to build customer loyalty. With loyal customers, companies can reduce the operating cost and acquisition expenses. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of Taoban in Taiwan. There were 182 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that service quality significantly affects customer satisfaction, and customer satisfaction has strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.

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