IMPROVING SERVICE QUALITY IN CASUAL DINING RESTAURANT USING KANO MODEL AND QUALITY FUNCTION DEVELOPMENT (QFD)

Abstract

People and their family are likely to spend their time at a restaurant to taste a great food while maintaining their relationship. Casual dining restaurant is a restaurant that serves moderately priced food in a relaxed atmosphere where table service is still provided. Restaurant XYZ is a casual dining restaurant. They want to improve their service quality. This thesis combined the Kano model and the Quality Function Deployment (QFD) method. The Kano model was used to understand how the customers consider the service attributes founded on DINESERV measurement. Quality Function Deployment was used to know the relationship between the service attributes and corresponding improvements and set the priority on them. The analysis results revealed that applying 5S in the kitchen should be the top priority for improvement followed by standardize menu and staff suggestions. Other improvement actions are by releasing seasonal menu for a limited time to offer more variety of main dishes.