A Holistic Quality Improvement Model for Food Services: Integrating Fuzzy Kano and PROMETHEE II

Service quality is crucial to consumer loyalty. However, it is challenging to understand and meet customer expectations effectively. Translating customer feedback into actionable insights in the service industry poses difficulties, particularly without a systematic approach that balances customer re...

Full description

Saved in:
Bibliographic Details
Published in:Systems (Basel) 2024-10, Vol.12 (10), p.422
Main Authors: Becerra, Claudia Editt Tornero, Melo, Fagner José Coutinho de, Xavier, Larissa de Arruda, Albuquerque, André Philippi Gonzaga de, Barbosa, Aline Amaral Leal, Oliveira, Lucas Ambrósio Bezerra de, Carvalho, Raíssa Souto Maior Corrêa de, Medeiros, Denise Dumke de
Format: Article
Language:English
Subjects:
5W2H
Analysis
Brand loyalty
Customer loyalty
Customer satisfaction
Customer services
Decision making
Food
food services
fuzzy Kano model
Marketing research
Mobile restaurants
Multiple criterion
Perceptions
PROMETHEE II
Quality control
School lunches
School lunchrooms, cafeterias, etc
service quality
Zadeh, Lotfi A
Citations: Items that this one cites
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Service quality is crucial to consumer loyalty. However, it is challenging to understand and meet customer expectations effectively. Translating customer feedback into actionable insights in the service industry poses difficulties, particularly without a systematic approach that balances customer requirements with business constraints and strategic objectives. This study proposes an approach that integrates customer perspectives into multi-criteria decision models by utilizing the fuzzy Kano model to capture service perceptions and minimize response uncertainty. It also uses 5W2H and PROMETHEE II to formulate service improvement actions and establish prioritizations, providing a structured framework for managerial implementation. When implemented in the food truck sector, this framework proves effective in addressing unique challenges, enhancing service quality, boosting customer satisfaction, and fostering loyalty. This study offers a valuable contribution to management by presenting a replicable model that aids managers in making strategic decisions, aligning customer perspectives with management efforts, and providing insights for continuously improving initiatives within the food service industry.
ISSN:2079-8954
2079-8954
DOI:10.3390/systems12100422