대형 독립레스토랑의 서비스품질과 관계혜택이 종업원 및 레스토랑 만족에 미치는 영향

• 영문명: The effects of Service Quality and Relational Benefits on Employee Satisfaction and Restaurant Satisfaction in Large-scale Independent Restaurant
• 발행기관: 한국외식경영학회
• 저자명: 현경호(Hyun Kyung Ho) 전재균(Jun Jae Kyoon) 설훈구(Sul Hoon Ku) 허양회(Huo Yang Hwae)
• 간행물 정보: 『외식경영연구』12권 3호, 79~101쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.06.30

영문 초록

Objectives of this study is to examine the effects of service quality and relational benefits on employee satisfaction and restaurant satisfaction in large-scale independent restaurants. The data were collected from 200 customer of five restaurants and analyzed with SPSS 12.0. In order to identify factor structure of service quality and relational benefits, the principle component factor analysis with varimax rotation was performed. The dimensions of service quality were responsiveness/reliability, food quality, empathy, tangibility and assurance, while the dimensions of relational benefits were customerization, economic benefit, social benefit and psychological benefit. The results of multiple regression analysis indicated that relational benefits had significant effect on employee satisfaction, and service quality had significant influence on restaurant satisfaction. The theoretical implications of these findings were discussed.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형 및 연구가설

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service quality Relational benefits Employee satisfaction Restaurant satisfaction