DINESERV를 이용한 한식당의 서비스품질에 관한 연구

• 영문명: Measuring Service Quality of Korean Restaurants Using the DINESERV Scale
• 발행기관: 한국외식경영학회
• 저자명: 김태희(Kim Tae Hee) 이묘숙(Lee Myo Sook) 최동주(Choi Dong Joo)
• 간행물 정보: 『외식경영연구』7권 3호, 7~25쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2004.12.31

영문 초록

Providing high quality of service in the Food Service industry is a critical factor that could elevate the competitiveness within the market where the possibility of increase in the operational performance is presented by increasing the purchase intention and customer loyalty. The purposes of this study were to measure service quality of Korean restaurants using the DINESERV proposed by Stevens, Knuts & Patton, to investigate the effect of service quality on customers' overall satisfaction, and to examine the relationships between customer satisfaction and intention to revisit and word-of-mouth effect. The results of the study were as follows: First, service quality of Korean restaurant significantly influenced the customers' overall satisfaction Second, the customers' overall satisfaction significantly influenced the customers' intention to revisit as well as the customers' word-of-mouth effect Third. the customers with above 40 years old showed significantly higher satisfaction level than the younger age group Lastly, a significant difference in customers' overall satisfaction was found by the stores size The results confirmed that the DINESERV was an useful and reliable tool for measuring service quality in Korean restaurant settings.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구의 설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

Dineserve Korean restaurant Service quality