In recent years, climate anomalies have become more frequent due to global warming and severe air pollution. In addition, the rising number of food safety issues have also become the topics of citizens. Therefore, the public has begun to have a higher awareness in protecting the environment and public health by advocating energy conservation and carbon reduction. People incline to develop healthy eating habits; they have a tendency in choosing healthier and more environmentally friendly diets. In order to satisfy people’s desire in pursuing healthy diets, many fast-food restaurants have been advertising their nutritious, healthy and fresh meals, which is not only convenient but also edible. Healthy low-carb diets can also be achieved at the same time. In the research, the fast-food restaurant, SUBWAY, has been selected to be the main research object due to its representativeness in terms of its widest coverage (having the highest number of branches) and fastest expansion rate nationally. In this study, I am going to analyze which aspect of service quality is the most concerned and valued by customers by using the five dimensions of the SERVQUAL scale to create service items. After that, the Kano Model will be adopted to process data in order to do quality classification. Research results revealed that Indifferent Quality and One-dimensional Quality were 6 and 23 respectively in 29 Quality samples. Based on the findings, suggestions, limitations and future research directions will be presented in the paper.
