약선 레스토랑의 서비스품질척도와 고객만족에 관한 연구

• 영문명: A study on Service Quality Scale and Customer satisfaction of Yaksun Restaurant : Integrated Approach of Qualitative and Quantitative Methods
• 발행기관: 한국외식경영학회
• 저자명: 오창호(Oh Chang Ho) 김현숙(Kim Hyun Sook)
• 간행물 정보: 『외식경영연구』12권 4호, 107~128쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.10.30

영문 초록

There has been a call for high quality food that also functions as health-promoters. However, Yaksun restaurants need a specific service evaluation system that can manage and improve the quality of service that would lead to fulfill customers' need, satisfaction and the revisits to the restaurant. To develop a service quality scale for Yaksun restaurants, a qualitative analysis is used in interviewing the population of the specialists, and then a quantitative analysis is used to testify the results. The final results of this study show that the factors that influence the service quality are the attitude of the employees, price and the knowledge. However, employees' attitude has negative effect in emotion and revisit. Other negative effects are revealed between price and emotion, knowledge and revisit, and emotion and satisfaction. The findings of this study imply that there is a need for improvement in marketing and service quality strategies, and the results lay a foundation in building strategies for service quality improvement in Yaksun restaurants.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석 및 연구결과

Ⅴ. 결론

참고문헌

키워드

Yaksun restaurant Qualitative study Service quality scale Customer satisfaction