고급한식당 서비스 품질이 고객만족 및 재방문 의도에 미치는 영향

• 영문명: The Effect of Service Quality on Customer Satisfaction and Revisit Intention in Deluxe Korean Restaurants
• 발행기관: 한국외식경영학회
• 저자명: 박경식(Park Kyung Sik) 우성근(Woo Sung Geun) 최성기(Choi Seong Gi)
• 간행물 정보: 『외식경영연구』14권 5호, 347~366쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.12.31

영문 초록

The objective of this study was to examine the relationships among service quality and customer satisfaction and revisit intention of deluxe Korean restaurant customers. In order to achieve the research purpose, the data was collected from 300 customers and analyzed using SPSS. The exploratory factor analyses identified five underlying dimensions of service quality; tangible, reliable, responsive, assurance, and empathy. Structural equation modeling was adopted to examine the relationships among those variables. The results showed that all the five service quality dimensions were related to customer satisfaction, and also customer satisfaction was related to revisit intention. Among other service quality factors, especially reliable factor was highly related to customer satisfaction. And the managerial implications of these results for service quality of deluxe Korean restaurant customers were discussed.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석 결과

Ⅴ. 결론 및 제언

참고문헌

키워드

Deluxe korean restaurants Service quality Customer satisfaction Revisit intention