외식산업의 서비스 품질 중요도가 고객 만족에 미치는 영향에 관한 연구

• 영문명: The research regarding the effect which the service quality important degree of eating out industry causes in satisfactory degree
• 발행기관: 한국외식경영학회
• 저자명: 김형준(Kim Hyung Joon)
• 간행물 정보: 『외식경영연구』5권 1호, 23~46쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2002.04.30

영문 초록

This study was intended to measure the importance of service quality of the consumers of the restaurant, the important item which had an effect on customer satisfaction. For this purpose, it attempted to analyze the interrelationship between the importance of service quality and customer satisfaction. It sought to extract the important item which had a high interrelationship to customer satisfaction. And it made a close examination of the degree of effect which it had on customer satisfaction. It conducted regression analysis. It was found that it has the interrelationship to the professionalism factor, atmosphere factor and the unit space factor such as the high importance of service quality in customer satisfaction. The service accuracy and reliability factors of customer satisfaction showed a high interrelationship to the professionalism factor of the importance of service quality. It was found that the goods characteristic factor of customer satisfaction showed the interrelationship to where the service accuracy factor of the importance of service quality was high.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 문헌적 고찰

Ⅲ. 조사 설계 및 분석

Ⅳ. 시사점 및 제언

참고문헌