패밀리레스토랑의 서비스품질(DINESERV)이 고객만족도 및 재방문의도에 미치는 영향에 관한 연구

• 영문명: The Effects of the Family Restaurant Service Quality upon Customer Satisfaction and Revisit Intention Using DINESERV Scale
• 발행기관: 한국외식경영학회
• 저자명: 정효선(Hyo Sun Jung) 윤혜현(Hye Hyun Yoon)
• 간행물 정보: 『외식경영연구』12권 3호, 103~124쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.06.30

영문 초록

The purpose of this study was to report the empirical cause-effect relationship of the customers' recognized service quality in family restaurant with customer satisfaction and revisit intention using DINESERV scale. Self-administrated questionnaires were completed by 431 subjects and data were analysed frequency, factor, reliability, correlation and SEM with SPSS and Amos program. Tangible, assurance, empathy, and reliability from DINESERV scale showed the significant positive effects on the customer satisfaction. However, responsiveness was indicated to have no significant effect. Also, the customer satisfaction was surveyed to have significant positive effect on the revisit intention. Verifying an indirect effect, the customers' recognized service quality was found to have significant effect on the revisit intention. Through these findings, customers' recognized service quality was verified the causation with saying of having direct & indirect significant effect on the customer satisfaction and the revisit intention.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경 및 연구 가설

Ⅲ. 연구 설계

Ⅳ. 연구결과 및 고찰

Ⅴ. 결론 및 제언

참고문헌

키워드

Family restaurant Service quality Customer satisfaction Revisit intention DINESERV