ScholarWorks@숙명여자대학교

초록

The purpose of this study is to enhance the quality of franchised restaurant service by reducing potential service failure based on the risk priority of service failure. Failure mode and effect analysis (FMEA) was adopted to either address service failure or to improve the overall service quality in franchised restaurants. In addition, the study bolsters the analysis with fuzzy inference, a solid mathematical inference system when it comes to utilizing experts' evaluation, thus reducing the linguistic ambiguity inherent in experts' risk assessment and eliciting the objective risk value of each service failure mode. 70 respondents who have at least two years' work experience as a manager in a franchised restaurant were only eligible to participate in the research. Fuzzy Logic Toolbox on MATLAB was used for fuzzy inference and determination of the risk priority. The results provided the risk priority of each service failure mode. The highest risk of service failure modes were ‘foreign substance contaminants in served food (7.40)’, ‘unfriendly employees (7.32)’, and ‘unclean tableware (7.17)’, with fuzzy value of more than 7. In contrast, ‘restaurant interior that does not match brand image (3.47)’, ‘lack of variety in the menu (3.72)’, ‘absence of background music (3.93)’, ‘absence of wait guidance (3.97)’ were classified as the lowest risk among the failure modes. The study expects several theoretical and practical contributions by applying the mathematical cognitive model in service failure analysis and suggesting a solution to prevent service failures.

키워드