Using Hybrid MCDM Model for Improving Service Quality in Food and Beverage

• Main Authors: Chang Chun Chia, 張峻嘉
• Other Authors: Hsu Chen Yi
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/42129098034538990757

碩士 === 開南大學 === 商學院碩士在職專班 === 102 === The purpose of this research is to construct a decision model for improving food and beverage service quality performance. This paper uses new hybrid MCDM (multiple criteria decision making) models including DEMATEL (decision-making trial and evaluation laboratory) to find INRM (influential network relation map), DANP (DEMATEL-based ANP) and VIKOR (VlseKriterijumska Optimizacija I Kompromisno Resenje) to probe into the interdependent and influential weights among dimensions/criteria for understanding the gaps of reaching aspiration level. The empirical results found that criteria have self-feedback relationship by DEMATEL, managers of food and beverage can use the result to establish improvement strategy of service quality for promoting the service satisfaction of customers; and tangible dimension is the top priority to be improved, when managers of food and beverage making service quality strategy. Based on the research results, We have the following suggestions: Industry of food and beverage can adjust the criteria’s influence weights based on the store's position and characteristics and take this valuable information as a reference, when improving food and beverage service quality; and food and beverage managers may also use this DEMATEC to assess the performance of their own service quality as a reference to improve its service quality.