Abstract
Abstract The aim of this paper is to develop service quality assessment framework for restaurants using Multi-Grade Fuzzy (MGF) approach. Assessing the service quality would help the restaurants to understand their current position and capabilities. The overall Service Quality Index (SQI) was calculated as 5.5 which indicate that the case restaurant is ‘generally service quality focused’. To identify the weaker attributes an Importance Performance Analysis (IPA) was conducted. The results found that weaker dimensions of the case restaurant are service staff must consider the needs of the customer, comfortable seats in dining room, customers’ needs to be felt valued by the service staff, accurate billing, getting the customer feedback of the experience, maintaining speed and quality of service during busy times. This framework enables restaurant managers to identify their current service quality level and focus on weaker attributes to improve their service quality.
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