외식 프랜차이즈시스템의 서비스품질에 대한 가맹점주의 만족에 관한 연구

• 영문명: A Study on Satisfaction for the Service Quality in the Food-service Franchise System
• 발행기관: 한국외식경영학회
• 저자명: 허진(Hur Jin) 이규숙(Lee Kyu Sook) 김현주(Kim Hyun Ju)
• 간행물 정보: 『외식경영연구』11권 2호, 265~287쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

The purpose of this study is to analyze the impact of perceived service quality on satisfaction in the food-service franchise system. Frequency test, reliability test, factor analysis, and path analysis were employed to analyze the collected data by using SPSS Win 12.0. The findings and implications can be summarized as follows: First, the perceived service quality are scored as follows: homogeneity of menu(M=4.17), hygiene control(M=4.11), store operation system(M=3.98), franchisee development system(M=3.75), logistics(M=3.62), operation manual and personnel support(M=2.22), internet marketing(M=2.41), menu development(M=2.50) and risk management(M=2.31). Second, except for operation system factor, there are significant influences among management, marketing, operation manual, support from franchisor, standardization and franchisee satisfaction. Marketing factor ranks the highest score among those service quality factors in the relationship of franchisee satisfaction. Third, the upgraded service quality builds the positive attitude on franchisees, and their positive attitudes will affect the franchise recontract intent in the successful franchise system.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Food-service franchise system Service quality Satisfaction