배달전문 외식업체의 서비스 품질, 고객만족, 브랜드이미지가 고객 충성도에 미치는 영향에 관한 연구

• 영문명: A Study on the Effect of Delivery Service Quality of Customer Satisfaction and Brand Image, Customer Loyalty : Focusing on Pizza Restaurant
• 발행기관: 한국외식경영학회
• 저자명: 문성식(Moon Sung Sik) 임경려(Lim Kyung Ryo) 강병남(Kang Byong Nam)
• 간행물 정보: 『외식경영연구』12권 4호, 393~413쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.10.30

영문 초록

The purpose of this study is to identify the critical delivery service factors, which influnce the satisfaction, brand Image and customer royalty of Delivery Pizza Restaurant in Korea. In order to met its purpose, we survey 233 customers who have deliveried service Pizza Restaurant. This survey uses the SERVQUAL service quality measuring theory. The results are as follows: First, Customer's satisfaction is effected by delivery service quality factors. Second, Customer's satisfaction affects affirmative brand image. Third, Customer's satisfaction has a significant effect on the customer's royalty. Forth, The theory which brand image will affect customers royalty was analyzed to be true.

목차

Absract

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구조사방법

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Delivery Service Quality Customer Satisfaction Brand Image Customer Loyalty Pizza Restaurant