Evaluation of Service Quality in Brewery Using Importance-Performance Analysis
Because of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quali...
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| Format: | Article |
| Language: | English |
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Sciendo
2016-03-01
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| Series: | Acta Technologica Agriculturae |
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| Online Access: | http://www.degruyter.com/view/j/ata.2016.19.issue-1/ata-2016-0005/ata-2016-0005.xml?format=INT |
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doaj-art-f42a2c8896164349ad50a8aa1f537e642018-09-02T11:12:33ZengSciendoActa Technologica Agriculturae1338-52672016-03-01191242810.1515/ata-2016-0005ata-2016-0005Evaluation of Service Quality in Brewery Using Importance-Performance AnalysisIngaldi Manuela0Škůrková Katarína Lestyánszka1Czestochowa University of Technology, Institute of Production Engineering, Czestochowa, PolandSlovak University of Technology in Bratislava, Faculty of Materials Science and Technology in Trnava, Slovak RepublicBecause of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quality of catering services offered by one of the breweries (restaurant) in Silesia. The importance-performance analysis, which is often underestimated, was used in order to show its advantages. The survey was conducted among 137 customers of the selected brewery in Czestochowa. The average values of evaluations of all individual questions from both parts of survey were calculated. Then, average values for the pair of statements (performance; importance) were placed in the importance-performance map. The analysis revealed that the service quality of the research brewery is placed in quadrant II, i.e. the area of reasonable property of needs. This means that the improvement of service quality is not necessary.http://www.degruyter.com/view/j/ata.2016.19.issue-1/ata-2016-0005/ata-2016-0005.xml?format=INTqualityservicerestaurantimportance-performance mapimprovement |
| institution |
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| building |
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| language |
English |
| format |
Article |
| author |
Ingaldi Manuela Škůrková Katarína Lestyánszka |
| spellingShingle |
Ingaldi Manuela Škůrková Katarína Lestyánszka Evaluation of Service Quality in Brewery Using Importance-Performance Analysis Acta Technologica Agriculturae quality service restaurant importance-performance map improvement |
| author_facet |
Ingaldi Manuela Škůrková Katarína Lestyánszka |
| author_sort |
Ingaldi Manuela |
| title |
Evaluation of Service Quality in Brewery Using Importance-Performance Analysis |
| title_short |
Evaluation of Service Quality in Brewery Using Importance-Performance Analysis |
| title_full |
Evaluation of Service Quality in Brewery Using Importance-Performance Analysis |
| title_fullStr |
Evaluation of Service Quality in Brewery Using Importance-Performance Analysis |
| title_full_unstemmed |
Evaluation of Service Quality in Brewery Using Importance-Performance Analysis |
| title_sort |
evaluation of service quality in brewery using importance-performance analysis |
| publisher |
Sciendo |
| series |
Acta Technologica Agriculturae |
| issn |
1338-5267 |
| publishDate |
2016-03-01 |
| description |
Because of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quality of catering services offered by one of the breweries (restaurant) in Silesia. The importance-performance analysis, which is often underestimated, was used in order to show its advantages. The survey was conducted among 137 customers of the selected brewery in Czestochowa. The average values of evaluations of all individual questions from both parts of survey were calculated. Then, average values for the pair of statements (performance; importance) were placed in the importance-performance map. The analysis revealed that the service quality of the research brewery is placed in quadrant II, i.e. the area of reasonable property of needs. This means that the improvement of service quality is not necessary. |
| topic |
quality service restaurant importance-performance map improvement |
| url |
http://www.degruyter.com/view/j/ata.2016.19.issue-1/ata-2016-0005/ata-2016-0005.xml?format=INT |
| _version_ |
1612647134916509696 |