지각된 서비스 품질이 고객만족에 미치는 영향에 관한 연구

• 영문명: A study on the relationship between customer satisfaction and perceived service quality -Focused on B family restaurant in Seoul-
• 발행기관: 한국외식경영학회
• 저자명: 전병길(Byung gil Chun) 조우제(Woo je Cho)
• 간행물 정보: 『외식경영연구』3권 2호, 191~209쪽, 전체 18쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2000.12.31

영문 초록

This Study attempts to measure the service quality provided by family restaurants in Seoul by using SERVPRF model, and identify which factor influences the customer satisfaction most can be summarized, the research findings as follows; First, The service quality was perceived differently by age, marital status, motor car availability, inco, decision maker, the average visiting number in a month, average spending per usage, and transportation mode. Second, perceived service quality experienced family restaurants to affect overall customer satisfaction In particular, physical facilities, food quality and variety, and human service played signigicant role in satisfying customer. Last, overall satisfaction was also found to positively influence the report visit to a particular restaurant. This result implies that family restaurant should provide training program for the staff and sustainable marketing strategy in order to deliver better service.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 실증분석

Ⅳ. 분석결과

Ⅴ. 결론 및 제언

참고문헌

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