외식소비자의 서비스품질 평가가 만족도 및 재방문의도에 미치는 영향

• 영문명: The effects of restaurant service quality attributes in two cities on consumer satisfaction and intention to revisit
• 발행기관: 한국외식경영학회
• 저자명: 김정미(Kim Jung Mi) 권태일(Kwon Tae Il) 노선희(Rho Sun Hee)
• 간행물 정보: 『외식경영연구』12권 1호, 7~34쪽, 전체 27쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.02.28

영문 초록

To make restaurant industry successful, it is very important to find out the determinants attributes of service quality affecting on customer satisfaction. Therefore it is very necessary to define restaurant service choice attributes and the consumer satisfaction as well as customers' needs. The purpose of this study is to maximize customer satisfaction by defining consumer's needs and wants and developing service quality. First, this paper analyzes the difference between importance and satisfaction attributes of service quality through the IPA. Secondly, this paper draws the restaurant service quality attributes in two different cities. In addition, it examines the effects of restaurant service quality attributes on consumer behaviors; satisfaction and repeat visitation. In conclusion, among the factors of restaurants' service quality of customers living in Pochun, accessibility had significant effect to customer satisfaction in Pochun area. On the other hand, the factors of reaction, types and reliability had significant effect to customer satisfaction in Seoul area.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 모형추정 결과

Ⅴ. 결론 및 제언

참고문헌

키워드

Service quality attributes Importance Consumer satisfaction IPA(Important-performance analysis) Intention to revisit