Quality of service evaluation based on importance performance analysis method and the kano model

Abstract The purpose of the research is to examine perception customer service. Importance Performance Analysis (IPA) used determine relationship between importance and quality performance attributes. Kano Model trying classify groups goal combining these approaches recognize that service attributes need increase satisfaction retain characteristics maintain satisfaction. This uses aspect Gronross as defined in 23 study was carried out restaurants with assessed by customers. integration two methods resulted fourteen which had be improved.