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Total Quality Management & Business Excellence Volume 26, 2015 - Issue 3-4
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Original Articles

Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis

Ching-Chan ChengDepartment of Food & Beverage Management, Taipei College of Maritime Technology, No. 212, Sec. 9, Yen Ping N, Taipei City, Taiwan111, ROC
,
Ming-Chun TsaiDepartment of Business Administration, Chung Hua University, No. 707, Sec. 2, WuFu Road, Hsinchu City, Taiwan300, ROCCorrespondence[email protected]
&
Shu-Ping LinDepartment of Technology Management, Chung Hua University, No. 707, Sec. 2, WuFu Road, Hsinchu City, Taiwan300, ROC
Pages 415-429 | Published online: 17 Oct 2013

Citations (13)

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Read on this site (2)

Ming-Chun Tsai, Shu-Ping Lin & Ching-Chan Cheng. (2022) A comprehensive quality improvement model: integrating internal and external information. Total Quality Management & Business Excellence 33:5-6, pages 548-565.
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Hsi-Tien Chen. (2016) Quality function deployment in failure recovery and prevention. The Service Industries Journal 36:13-14, pages 615-637.
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Articles from other publishers (11)

Detcharat Sumrit & Khanwara Sowijit. (2023) Winning customer satisfaction toward omnichannel logistics service quality based on an integrated importance-performance analysis and three-factor theory: Insight from Thailand. Asia Pacific Management Review 28:4, pages 531-543.
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Nelson K. F. Tsang & Wai Ching Wilson Au. (2023) Smart Tourism Experience Design in Amusement Parks: A Quality Function Deployment (QFD) Application. Journal of Hospitality & Tourism Research, pages 109634802311713.
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Cristina LEONHARDT & Filipe Campelo Xavier da COSTA. (2023) A aproximação entre o Food Design e a indústria de alimentos. A aproximação entre o Food Design e a indústria de alimentos.
Luciana Paula Reis, June Marques Fernandes, Sérgio Evangelista Silva & Alana Deusilan Sester Pereira. (2022) Application of Quality Function Deployment as an Integrative Method to Knowledge Management Implementation. Journal of Information & Knowledge Management 21:02.
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Shun-Hsing Chen, Fan-Yun Pai & Tsu-Ming Yeh. (2019) Using the Importance–Satisfaction Model and Service Quality Performance Matrix to Improve Long-Term Care Service Quality in Taiwan. Applied Sciences 10:1, pages 85.
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Marko Kukanja & Tanja Planinc. (2019) Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality. South East European Journal of Economics and Business 14:2, pages 67-81.
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Kyung-Ja Kim & Kanghwa Choi. (2019) Bridging the Perception Gap between Management and Customers on DINESERV Attributes: The Korean All-You-Can-Eat Buffet. Sustainability 11:19, pages 5212.
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Ching-Chan Cheng, Ya-Yuan Chang, Ming-Chun Tsai, Cheng-Ta Chen & Yu-Chun Tseng. (2019) An evaluation instrument and strategy implications of service attributes in LOHAS restaurants. International Journal of Contemporary Hospitality Management 31:1, pages 194-216.
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Ching-Chan Cheng & Cheng-Ta Chen. (2018) Creating excellent and competitive motels services. International Journal of Contemporary Hospitality Management 30:2, pages 836-854.
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Arash Shahin, Elham Bagheri Iraj & Hossein Vaez Shahrestani. (2018) Developing the C-shaped QFD 3D Matrix for service applications with a case study in banking services. International Journal of Quality & Reliability Management 35:1, pages 109-125.
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Hakyeon Lee, Hyunju Seol, Hyejong Min & Youngjung Geum. (2016) The identification of new service opportunities: a case-based morphological analysis. Service Business 11:1, pages 191-206.
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