A STUDY ON SERVICE QUALITY PERFORMANCE IN CATERING INDUSTRY - THE APPLICATION OF DEA

被引：0

作者：

Mao Yunshi ^{[1
]}

Shieh Chich-Jen ^{[2
]}

机构：

[1] Sun Yat Sen Univ, Sch Management, Guangzhou, Guangdong, Peoples R China

[2] Chang Jung Christian Univ, Dept Int Business, Tainan, Taiwan

来源：

PAKISTAN JOURNAL OF STATISTICS | 2011年 / 27卷 / 05期

关键词：

Catering industry; Data Envelopment Analysis; Service; Quality; Performance;

D O I：

暂无

中图分类号：

O21 [概率论与数理统计]; C8 [统计学];

学科分类号：

020208 ; 070103 ; 0714 ;

摘要：

Based on the operating survey of catering service in international tourist hotels in Taiwan in 2008-2010, this study combines Data Envelopment Analysis (DEA) and Malmquist Productivity Analysis to measure total efficiency (TE), pure technical efficiency (PTE), and scale efficiency (SE) of 35 international tourist hotels in Taiwan for the further improvements in operational efficiency of catering service in international tourist hotels. The empirical results show that Grand Hyatt Taipei and Plaza Hotel Taipei present the best total efficiency (1.00), Hotel Kingdom, Hotel Holiday Garden, Howard Beach Resort Kenting, and Hotel Royal Chihpen appear the best pure technical efficiency (1.00), and The Westin Taipei, Hotel Kingdom, and Farglory Hotel reveal the best scale efficiency (1.00). In terms of Malmquist Productivity Analysis, The Westin Taipei, Hotel Kingdom, and Farglory Hotel have approached the permanent optimal scale, while the catering service in the rest international tourist hotels tends to away from the permanent optimal scale.

引用

页码：573 / 580

页数：8

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