위탁 급식전문 업체의 마케팅 전략 수립을 위한 고객만족도 분석

• 영문명: An Analysis of Customer satisfaction to Develop Marketing Strategies in Contracted Foodservice Management Company
• 발행기관: 한국외식경영학회
• 저자명: 한경수(Han Kyung Soo) 양일선(Yang Il Sun) 김동훈(Kim Dong Hun)
• 간행물 정보: 『외식경영연구』2권 1호, 215~234쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2000.06.30

영문 초록

This study were designed to : (a) develop a customer satisfaction measurement tool for contracted foodservice management company. (b) provide the marketing strategies using expectation-satisfaction quadrant analysis. The instruments were developed by reviewing extensive literature on customer satisfaction and by intervewing with managers, employers and customers. A total of 1000 questionnaires were hand delivered at the ten contracted foodservice operations by designated coordinaters. A total of 833 questionnaires were usable. resulting in an 83.3% Response rate Statistical data analysis was completed using the SAS program for description, explonatory factor analysis. Thirty nine items were identified to measure customer expectation and satisfaction for business & industry foodservice operarated by contracted foodservice management company. Six items such as availability of popular foods, replenishment of menu items, comfort of speed, noise, availability of breakfast were expected to customers although they were perceived to be dissatisfied through expectation-satisfaction quadrant analysis. In conclusions, the developed tool may be used to provide marketing strategies in contracted foodservice management company.

목차

Ⅰ. 서론

Ⅱ. 연구 방법

Ⅲ. 연구 결과 및 고찰

Ⅳ. 결론 및 제언

참고문헌

ABSTRACT