패밀리레스토랑 서비스품질의 각 차원이 고객만족을 매개로 충성도에 미치는 상대적 영향: 음식품질과 고객만족 간의 관여도 조절효과를 중심으로

• 발행기관: 한국외식경영학회
• 저자명: 김광지(Kwang Ji Kim)
• 간행물 정보: 『외식경영연구』13권 3호, 103~121쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.06.30

영문 초록

The purpose of this paper is to advance a new conceptualization of the food service that highlights the role of food quality as a key antecedent of customer satisfaction. In empirical analysis, based on questionnaires answered by 349 customers who have been to family restaurants, this study examined validity and reliability by using SPSS 12.0. Main results of this study are indicated below. the finding demonstrate that food quality has a stronger effect of satisfaction than both functional and service environment quality, that customer satisfaction partial mediates the effects of food quality on loyalty, and that customer involvement moderates the food quality-customer satisfaction relationship. Managerial contributions, limitation, and future research directions were discussed.

키워드

Function Quality Service Environment Quality Food Quality Customer Satisfaction Loyalty Family Restaurants Foodservice Industry