Abstract
To investigate the service quality of buffet restaurants, customers who have used buffet restaurants over the past 6 months, analyzed the Kano model through 357 samples, and found that 10 single quality factors, 5 indifferent quality factors and 1 attractive quality factor As a result of the calculation of the customer satisfaction coefficient, the factors that can increase the satisfaction with the satisfaction index value are 'overall value of the dining experience', 'excellent value for price', 'reasonable price', 'discount / coupon / sales promotion' And the overall cleanliness of the food, it is possible to reduce customer dissatisfaction and improve the level of expectation. PCSI indices are calculated to determine the extent to which customers' satisfaction can be improved when the quality factors of the optional attributes are satisfied. From the highest order, 'taste of food', 'freshness of food', 'overall cleanliness' , 'Friendly and friendly employees', etc., And it is classified as a unitary quality factor in the Kano model classification as a whole, and these factors are the factors that give the highest satisfaction to customers when they are improved, so more active efforts are needed.
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