외식산업 서비스품질이 고객만족에 미치는 영향

• 영문명: The Impact of Service Quality on Customer Satisfaction in Food Service Industry -Focusing the Korean Restaurants-
• 발행기관: 한국외식경영학회
• 저자명: 김순진(Kim Soon Jin) 신재영(Shin Jae Young) 김은희(Kim Eun Hee)
• 간행물 정보: 『외식경영연구』7권 1호, 67~82쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2004.04.30

영문 초록

This study attempted to investigate the relationship between the service quality and customer satisfaction in the food service industry and analyze the role of personal characteristics in the perception of the service quality and the impact of customer satisfaction on the customer's behavior after purchasing. For this purpose, an empirical study was conducted Survey data were collected from 220 customers in Korean restaurants and analyzed with the SPSS Windows Ver. 10.0. The major findings of the study are as follows; First, there were statistically significant differences in the satisfaction with the service quality according to the gender, age, marital status, job and income level. Second, a positive correlation between the service quality (tangibles, assurance, responsiveness) and customer satisfaction with the food industry was found. Third, there was a positive correlation between customer satisfaction and customer loyalty(revistis). The results of the analysis suggest that customer satisfaction can and should be increased by improving the service quality through systematic management. In addition, it can be concluded that restaurant managers need to educate their employees continuously and be more dedicated to providing quality service to their customers.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 실증조사를 위한 연구설계

Ⅳ. 자료의 분석 및 가설 검증

Ⅴ. 결론

참고문헌

키워드

service quality customer satisfaction Korean restaurants