외식 이용고객의 품질지각에 따른 고객행동에 관한 연구

• 영문명: A Study on the Customer Behavior of Restaurant according to the Quality Perceptions
• 발행기관: 한국외식경영학회
• 저자명: 이서형(Lee Seo Hyung) 강병남(Kang Byong Nam) 김보성(Kim Bo Seong)
• 간행물 정보: 『외식경영연구』10권 1호, 311~331쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2007.03.31

영문 초록

This study attempted to investigate the effects of quality perceptions on customer satisfaction and behavior such as revisit, recommendation intensions and complaint. To achieve such purpose, the study conducted theoretical study(service quality, customer satisfaction and customer behavior after buying) and the quantitative research. Survey data were collected from 303 customers at Japanese restaurant in Seoul. The data were analyzed by using the SPSS/PC ver. 12.0 program in terms of frequency analysis, descriptive analysis, factor analysis, reliability analysis, and regression analysis. The major findings of the study are summarized as follows; First, there was a positive correlation between service quality perceptions and customer satisfaction. Second, there was a positive correlation between menu quality perceptions and customer satisfaction. Third, there was a positive correlation between price quality perceptions and customer satisfaction. Fourth, there was a positive correlation between customer satisfaction and customer behavior(revisit, recommendation intention and complaint). Based upon the results of analysis, it is necessary to increase customer satisfaction by improving quality perceptions through systematic management for quality. Future researchers have to study about quality perceptions deeply and analyze accurate factors affecting quality perceptions and customer satisfaction.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 연구의 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증분석 결과

Ⅴ. 결론

참고문헌

키워드

Quality perceptions Customer satisfaction