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Integrating Refined Kano Model and QFD for Service Quality Improvement in Healthy Fast-Food Chain Restaurants

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  • Kai-Jung Chen

    (Department of Industrial Education and Technology, National Changhua University of Education, Changhua 500, Taiwan)

  • Tsu-Ming Yeh

    (Department of Industrial Engineering and Management, National Quemoy University, Kinmen 892, Taiwan)

  • Fan-Yun Pai

    (Department of Business Administration, National Changhua University of Education, Changhua 500, Taiwan)

  • Der-Fa Chen

    (Department of Industrial Education and Technology, National Changhua University of Education, Changhua 500, Taiwan)

Abstract

People are paying greater attention to health. To maintain a good health status and obtain food fast, customers may go to healthy fast-food chain restaurants such as Subway more often than before in China and Taiwan. Healthy fast-food chain restaurants come with a healthy spin, seeking to differentiate themselves from other fast-food restaurants. This paper combined the refined Kano model and the quality function deployment (QFD) method. The refined Kano model was used to understand how customers perceive service attributes developed based on DINESERV measurements. QFD was employed to describe the relationships among the critical service attributes and corresponding improvements as well as to identify the priority for these improvements. The analysis results revealed that providing limited offers (due to periods, seasons, and regions) should be at the top of their improvement list, followed by staff suggestions for ingredients, and a temperature display to enhance the image of fresh ingredients. Other improvement actions include providing regular launches of new flavors/products, designing new and attractive slogans, and providing restaurant apps.

Suggested Citation

  • Kai-Jung Chen & Tsu-Ming Yeh & Fan-Yun Pai & Der-Fa Chen, 2018. "Integrating Refined Kano Model and QFD for Service Quality Improvement in Healthy Fast-Food Chain Restaurants," IJERPH, MDPI, vol. 15(7), pages 1-16, June.
    • Handle: RePEc:gam:jijerp:v:15:y:2018:i:7:p:1310-:d:153893
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    References listed on IDEAS

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    1. Ittner, CD & Larcker, DF, 1998. "Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction," Journal of Accounting Research, Wiley Blackwell, vol. 36, pages 1-35.
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    Cited by:

    1. Gabriela O. Chiciudean & Rezhen Harun & Iulia C. Muresan & Felix H. Arion & Daniel I. Chiciudean & Garofita L. Ilies & Diana E. Dumitras, 2019. "Assessing the Importance of Health in Choosing a Restaurant: An Empirical Study from Romania," IJERPH, MDPI, vol. 16(12), pages 1-15, June.
    2. Ewa Czarniecka-Skubina & Hanna Górska-Warsewicz & Joanna Trafiałek, 2020. "Attitudes and Consumer Behavior toward Foods Offered in Staff Canteens," IJERPH, MDPI, vol. 17(17), pages 1-18, August.

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