Integration of Kano Model and Quality Function Deployment for Service Quality Improvement – Case Study of an Italian Restaurant in Taiwan

• Main Authors: Chiara colognola, 水仙
• Other Authors: Jay Huang
• Format: Others
• Online Access: http://ndltd.ncl.edu.tw/handle/bhfksb

碩士 === 國立臺北科技大學 === 管理國際學生碩士專班 (IMBA) === 103 === In recent years, Taiwan has seen increased sales in the restaurant industry and a growth of western restaurants, especially Italian. This is due to many factors, such as the “eating-out” trend interesting the island, the increasing health awareness of Taiwan citizens, and the popularity of the Italian cuisine. Developing an Italian restaurant in Taiwan is nowadays a challenge. Managers might not be aware of customers’ requirements and they might lack the means to build an efficient quality service system. Existing restaurants can receive complaints and lose clients, because of lack of communication between the management and the customers. This study presents an integrated method for measuring service quality. Using Kano model and Quality Function Deployment matrix (House of Quality), the service of a casual Italian restaurant in Taipei is analyzed and the results interpreted to design an improvement program. The purpose of the research is to make the management of the restaurant aware of customers’ needs and provide a valuable set of recommendations for a progress in the service. This will enhance the restaurant’s credit and will generate more profit. The findings showed that the service attributes belonging to the Attractive category are “fast” and “purposeful”, so the directions for improvement were based on these two aspects of the service. The work presented here contributes to the literature of QFD, Kano, and service quality. Moreover, it may help future managers to solve the problems encountered in the opening of an Italian restaurant in Taiwan, as well as in an established business.