Title :
TOPSIS method for evaluation customer service satisfaction to fast food industry
Author :
Dan Xue ; Zhao, Qilan ; Guo, Xinyi
Author_Institution :
Dept. of Math., Beijing Jiaotong Univ, Beijing
Abstract :
Customer service satisfaction has become one of cores of modern service industry competition. An accurate evaluation of customer service satisfaction is a base to improve the service quality. This paper construct the service quality evaluation system of fast food industry based on the customer´s point of view, and put forward the questionnaire of service quality in fast food restaurant (FFR), and set up the evaluating customer satisfaction by TOPSIS method. Based on an investigation on customers in China and US, and evaluated customer satisfaction of 4 FFRs in China and 8 FFRs in US, and then sort. Through the evaluation and analysis of result of China and US, this paper analyses the core competence of fast food industry and the main factors that influence competence, which can provide evidence for further enhancing enterprise competitiveness.
Keywords :
catering industry; customer satisfaction; customer services; China; TOPSIS method; US; customer service satisfaction; fast food industry; fast food restaurant; service industry; service quality evaluation system; Concrete; Customer satisfaction; Customer service; Delay; Economic indicators; Environmental economics; Food industry; Industrial economics; Modems; Quality management; Customer satisfaction; Fast Food Industry; TOPSIS method;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686530
