Enhancing The Service Quality of A Japanese Restaurant by Importance-Satisfaction Analysis

Author
Worranoot Bunchalieo, Pornthipa Ongkunaruk, Thanit Puthpongsiriporn
Abstract
In Thailand, the premium restaurants presently face the fierce competition to persuade the new customers and to maintain the existing clients due to an  increase in the number of Japanese restaurants. Our study seeks to assess the importance and satisfaction of 17 service attributes from the customers in  Japanese restaurant. A questionnaire developed was based on SERVQUAL and Importance-Satisfaction (IS) analysis while the face-to-face interviews  were carried out. The result identified that three major attributes are given as: taste consistency, food safety, and customer attentiveness. In summary,  the restaurant should establish the standardization of processes, inventory management, supplier management, food safety system, and human resource  management.
Keywords
Japanese Restaurant; SERVQUAL; Importance-Satisfaction Analysis