한국음식 체인점의 고객만족도 분석

• 영문명: Customer Satisfaction Analysis for Korean Franchise restaurants
• 발행기관: 한국외식경영학회
• 저자명: 한경수(Han Kyong Soo)
• 간행물 정보: 『외식경영연구』5권 1호, 199~211쪽, 전체 12쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2002.04.30

영문 초록

Both management experts and researchers in the franchise restaurant industry have long exhorted the importance of customer satisfaction. These concerns for measuring customer satisfaction in the franchise restaurants have been precipitated by the need to position firms competitively in the market place. The objectives of this study were to develop the measurement tool of customer satisfaction with Korean franchise restaurants and to evaluate the validity and reliability of the customer satisfaction measurement tool. The instruments were developed by making a extensive literature review on customer satisfaction and by interviewing managers, employers, and customers. A total of 900 questionnaires were hand-delivered at the ten contracted foodservice operations by designated coordinators. A total of 849 questionnaires were usable: resulting in an 94.3%. The survey was conducted over the period between September 15 and October 30, 2000 in Korea. Forty-four items were identified to measure customer satisfaction for Korean franchise restaurants. Forty-four items were divided into ten dimensions such as food, menu variety, cleanliness, service of employee, amenity, noise, convenient guidance, convenient service, price, and speedy response with exploratory analysis. Repetitive studies with the same group should be initiated to refine the measurement tool.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 연구방법

Ⅲ. 연구결과 및 고찰

Ⅳ. 결론

참고문헌

키워드

customer satisfaction Korean franchise restaurants