Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan

Version 1 : Received: 29 October 2020 / Approved: 30 October 2020 / Online: 30 October 2020 (10:14:45 CET)
Version 2 : Received: 31 October 2020 / Approved: 2 November 2020 / Online: 2 November 2020 (09:57:33 CET)

How to cite: Chen, T.; Huang, Y.; Hou, K.; Weng, M.; Xu, N.; Lin, J. Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan. Preprints 2020, 2020100633 (doi: 10.20944/preprints202010.0633.v1). Chen, T.; Huang, Y.; Hou, K.; Weng, M.; Xu, N.; Lin, J. Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan. Preprints 2020, 2020100633 (doi: 10.20944/preprints202010.0633.v1).

Abstract

This purpose of the research presented in this article is to comparing different service quality measurements between Kano and TRIZ that plays the critical roles in the catering industrial. Data collected from a DINESERV questionnaire comprises service-quality standards to increase customer satisfaction of mobile dining car. Finally, the TRIZ is standardized measure designed to improve the idealization of strategy for selecting the most appropriate service quality model. In addition, the preferences of more than one decision maker are internally aggregated into the TOPSIS procedure. The findings of this study provide several important theoretical and practical implications for developing a successful mobile catering app. The results have demonstrated our approach to be both robust and efficient.

Subject Areas

service quality; Kano; TRIZ; catering industrial; mobile catering car; TOPSIS

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