วารสารวิทยาลัยบัณฑิตเอเซีย ...

This study aimed to study planning tools to effectively develop service business and develop case-study shop as a model for entrepreneurs in the same or similar service. Result (1) According to the study, the researcher used in-depth interviews which were Face-to-Face Interview and questionnaire via Facebook with the sample of 100 people. The result showed that categorizing customer’s demand by Brady and Cronin into 5 categories, that were Ambient Conditions, Design, Social Factors, Waiting Time, and Tangibles, was consistent with factors that customer considered coming to VR game center. Result (2) This research applied Quality Function Deployment (QFD) which the researcher selected only Product Planning or House of Quality. Total participants of 200 people consisted of 100 people who had been in in-depth interview and 100 people who had been to other shops. Participants were 87 men (43.5%) and 113 women (56.5%) at the age of 7-30. They were students and delivery men. In term of service improvement, although the customers wanted the service to be improved in every point, there were some points that were actually needed to be adjusted which saved huge amount of expenditure. Result (3) After improvement and another improvement, the result showed that customers are more satisfied with the service.