수정IPA를 이용한 한식당의 서비스품질에 관한 연구

• 발행기관: 한국외식경영학회
• 저자명: 변광인( Gwang In Byun ) 이지연( Ji Yun Lee ) 김기진 ( Gi Jin Kim )
• 간행물 정보: 『외식경영연구』16권 5호, 171~192쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.10.30

영문 초록

This study aims to investigate the explicit importance and implicit importance of service quality attributes of Korean restaurants through revised IPA. Therefore, a survey was conducted for 20 days from Jan. 1, 2013 to Jan. 20, 2013, and 470 were used for an analysis. The analysis results can be summarized as below. Firstly, it was found out that as a factor that customers think of important and has effect on their general satisfaction, convenience and menu quality were included in the first quadrant that indicates important performance factors. Secondly, it was found out that as a factor that customers don`t think of important, but has significant effect on their general satisfaction, nothing was included in the second quadrant that indicates excitement factors. Thirdly, it was found out that as a factor whose level of importance customers perceive is low and has relatively low effect on their general satisfaction, service encounter and service environment were included in the third quadrant that indicates unimportant performance factors. Lastly, it was found out that as a factor whose level of importance customers perceive is high, but has relatively low effect on their general satisfaction, cleanliness was included in the fourth quadrant that indicates basic factors.

목차

Revised IPA;Implicit importance;Expilcit importance;Service quality;Korean style restaurant

키워드

Revised IPA Implicit importance Expilcit importance Service quality Korean style restaurant