DINESERV의 Kano 모델적용을 통한 서비스 품질 요소별 충족도에 관한 연구: 전주한옥마을 한식당을 중심으로

• 영문명: A Study on Applying the Kano model to DINESERV: Based on Korean-style restaurants in Hanok Village, Jeonju city
• 발행기관: 한국외식경영학회
• 저자명: 이보순(Bo Soon Lee)
• 간행물 정보: 『외식경영연구』13권 4호, 247~271쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.10.30

영문 초록

The purpose of this paper is to apply the DINESERV to Kano model and how does variables of DINESERV apply to classification of quality attributes on Kano model. Also Kano model point of view `Better quotient` and `Worse quotient` comparison analyze about service quality attributes of Korean-style restaurants in Hanok Village, Jeonju city. The research practice tourist who visit Korean-style restaurants in Hanok Village, Jeonju city for 10 days form first April 2009 and response data of 549 used final analysis. `reverse quality` does not appear But `attractive quality`, `one-dimensional quality`, `must-be quality` and `indifferent quality` appear from research analysis. And classification of quality attributes of Kano model between `Better quotient` and `Worse quotient` appear to `accurate food(Better quotient)` and `accurate bill(Worse quotient)` etc. by attractive quality, `hall(Better quatient)` and `customer demand relative prompt reaction(Worse quatient)` etc. by must-be quality, `building externals(Better quotient)` and `restaurant design(Worse quotient)` etc. by one-dimensional quality, `menu book(Better quotient)` and `menu book design(Worse quotient)` etc. by indifferent quality.

키워드

DINESERV Kano model Korean-style restaurants Service Quality Classification of quality attributes