서비스품질과 상황 대처요인이 고객만족에 미치는 영향에 관한 연구

• 영문명: Effects of the Service Quality and Situation Handling Factors on the Customer Satisfaction
• 발행기관: 한국외식경영학회
• 저자명: 박오성(Park Oh Sung) 안점기(Ahn Jum Ki) 김판준(Kim Pan Jun)
• 간행물 정보: 『외식경영연구』9권 3호, 87~107쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.09.30

영문 초록

The domestic food service industry makes inroads into its market through the advanced management techniques such as large sized, high classed, specialized and capitalized multi-national food service company. Also, it is required to develop the service quality that can maximize customer's satisfaction and attract the customer's reaction and behavior in order to react actively in an environment with variety of changes. Especially, as the food service companies heavily rely on human resources, dissatisfaction factors can appear at any time regardless of the intention of service providers. In this situation, it is necessary to make a profound studyon how the company's reaction effort affects customer's satisfaction in order to strengthen the competition power of the food service company in the future. On the basis of the preceding studies, first created the study model and assumption and then used the survey questionnaires to make an investigation from customers of the family restaurant. For a positive analysis, created 3 assumptions and used LISREL analysis for the assumption verification. According to the study model, they sum up the result after verifying the study assumptions. Frist, service quality gives a plus(+) influence to the customer satisfaction. Second, a situation handling factor gives a plus (+) influence to the customer satisfaction. Third, customer satisfaction gives a plus(+) influence to the store loyalty.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석 및 결과

Ⅴ. 결론

참고문헌

키워드

Service quality Situation handling Customer satisfaction