연구논문(硏究論文) : 국내 체류 외국인에게 인지된 한식당의 서비스품질이 고객의 효용적·쾌락적 가치 및 만족도에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 이인숙( In Suk Lee ) 윤혜현( Hye Hyun Yoon ) 신수정( Soo Jung Shin ) 정효선( Hyo Sun Jung ) 신우리 ( Woo Ri Shin ) 양여정( Yeo Jung Yang )
• 간행물 정보: 『외식경영연구』14권 1호, 259~278쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.02.28

영문 초록

The purpose of this study was to understand customers` perception on service quality in Korean restaurants of foreigners living in Korea and to examine the effect of service quality upon the customer`s value and satisfaction. Based on total 594 foreigners obtained from the empirical research, this study reviewed reliability and fitness of research model and verified total 3 hypotheses using Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, χ2 677.677(df256), GFI .917, RMR .088, NFI .924, CFI .951, RMSEA .053. As a result of empirical analysis, the food quality(β=.279), employee service(β=.291), price(β=.142) and convenience(β=.192) as service quality factors in Korean restaurants, were indicated to have influence upon customer`s utilitarian value. In the influence upon customer`s hedonic value, the food quality(β=.252), employee service(β=.163), price(β=-.320)and convenience(β=.290) were surveyed to have influence. Also, customer`s utilitarian value(β=.943) and hedonic value(β=.102) had positive(+) influence upon customer satisfaction. Limitations and future research directions are also discussed.

목차

I. 서 론

II. 이론적 배경

III. 연구 설계

IV. 실증분석

V. 결론 및 제언

키워드

Service quality Korean restaurant Utilitarian value Hedonic value Customer satisfaction Foreigner