A STUDY ON SERVICE QUALITY PERFORMANCE IN CATERING INDUSTRY - THE APPLICATION OF DEA

作者：Mao Yunshi^*; Shieh Chich Jen

来源：Pakistan Journal of Statistics, 2011, 27(5): 573-580.

• Catering industry
• Data Envelopment Analysis
• Service
• Quality
• Performance

Based on the operating survey of catering service in international tourist hotels in Taiwan in 2008-2010, this study combines Data Envelopment Analysis (DEA) and Malmquist Productivity Analysis to measure total efficiency (TE), pure technical efficiency (PTE), and scale efficiency (SE) of 35 international tourist hotels in Taiwan for the further improvements in operational efficiency of catering service in international tourist hotels. The empirical results show that Grand Hyatt Taipei and Plaza Hotel Taipei present the best total efficiency (1.00), Hotel Kingdom, Hotel Holiday Garden, Howard Beach Resort Kenting, and Hotel Royal Chihpen appear the best pure technical efficiency (1.00), and The Westin Taipei, Hotel Kingdom, and Farglory Hotel reveal the best scale efficiency (1.00). In terms of Malmquist Productivity Analysis, The Westin Taipei, Hotel Kingdom, and Farglory Hotel have approached the permanent optimal scale, while the catering service in the rest international tourist hotels tends to away from the permanent optimal scale.

• 出版日期2011-12
• 单位中山大学