Adopting Importance Performance Analysis to Evaluate Service Quality of Dried Pork Industry

被引：0
作者：
Yang, Kai-Fu [1 ]
Yang, Hao-Wei [2 ]
Huang, Chao-Hung [2 ]
Peng, Yu-Wen [3 ]
Chen, Wei-Chen [1 ]
机构：
[1] Chaoyang Univ Technol, Dept & Grad Inst Appl Englis, Taichung, Taiwan
[2] Chaoyang Univ Technol, Dept Mkt & Logist Management, Taichung, Taiwan
[3] Chaoyang Univ Technol, Dept Business Adm, Taichung, Taiwan
来源：
2021 INTERNATIONAL CONFERENCE ON ADVANCED ENTERPRISE INFORMATION SYSTEM (AEIS 2021) | 2021年
关键词：
customer satisfaction; importance perfonnance alyses (IPA); service quality; MODEL;
D O I：
10.1109/AEIS53850.2021.00020
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Service quality, with its final effect on repurchasing by customers, appears to have received relatively large attention, especially in retailing literature. Facing the market competition in the retailing industry, service quality has become an important factor for improving companies' profit. Therefore, this study was to examine the service quality of dried pork retailers and its impact on customer satisfaction. By using the SERVQUAL scale, approximately 350 data were collected from shoppers who continue supporting dried pork products. The findings demonstrated the use of Importance Performance Analysis to assist managers of food retail chains in improving their services.
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页码：71 / 74
页数：4
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