SERVQUAL과 DINESERV로 측정한 국내 프랜차이즈형 한식당의 서비스 품질에 관한 비교 연구

• 영문명: A Comparative Study on the Perceived Service Quality in Franchise Korean Restaurants by using SERVQUAL and DINESERV
• 발행기관: 한국외식경영학회
• 저자명: 정효선(Jung Hyo Sun) 송민경(Song Min Kyung) 이선령(Lee Sun Lyung) 윤혜현(Yoon Hye Hyun)
• 간행물 정보: 『외식경영연구』12권 4호, 257~277쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.10.30

영문 초록

This study measured service quality of Korean restaurants using SERVQUAL in Parasuraman et al.(1988) and DINESERV in Stevens et al.(1995), compared validity and reliability in measurement items by each scale. Self-administrated questionnaires were completed by 332 undergraduates and data were analysed frequency, factor, reliability and correlation with SPSS and Amos program. Major results of this study can be outlined as follows: First, in the items that were measured with SERVQUAL and DINESERV, totally 5 factors of tangibility, empathy, reliability, assurance, and responsiveness were elicited equally in each, as service quality in Korean restaurants. As a result of comparing validity and reliability, the explanatory adequacy in SERVQUAL was 72.188%, which is higher than 69.802% in DINESERV. Confirmatory factor analysis also showed that SERVQUAL's adequacy is higher than DINESERV in all aspects. Second, in the perceived service quality in visitors of Korean restaurants, the reliability showed the highest mean value among 5 service quality dimensions in both of SERVQUAL and DINESERV.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증 연구 결과

Ⅴ. 결론 및 제언

Appendix

참고문헌

키워드

Korean Restaurants Service Quality SERVQUAL DINESERV