Service Evaluation using FTA to Determine Customer Satisfaction Improvement in Restaurant

Abstract

First, we carried out a questionnaire survey in order to evaluate customer satisfaction with the service in a family restaurant. The questionnaire results were then shown by a Fault Tree diagram (FT diagram). Next, we used the FT diagram to evaluate the relative importance of services. From this, we showed the necessity of service management, noting that the importance of a service item changed with time. Furthermore, we suggested that it was effective to carry out service management appropriate to each segment. This paper thus shows that the service evaluation using FTA is effective in the management of restaurant service.