Evaluation of Service Quality Gaps in Traditional Appliance Retail using Cause-and-Effect Matrix and Service Failure-mode-and-Effect Analysis Techniques with Case Studies

Abstract

With the advent of the new retail era, the traditional home appliance retail market is at a critical stage of transformation. The practical problem is the lack of understanding the consumers' psychological needs leading to gaps in service quality. In this study, a new service gap index was proposed using the C&E matrix and FMEA to assess the need to adjust the service process. Researchers collected and analyzed data from 150 external questionnaires in New Taipei City. From the report, the service gap index is -0.66, indicating that the traditional retail equipment market is in a state of declining service quality. Results show that the service gap index can indicate service bottlenecks and improve process knowledge of service providers.