호텔레스토랑 요리표준화가 고객행동에 미치는 영향 연구

• 영문명: A Study on the Effect of cooking Standardization of Hotel R estaurant on the Custom er Behavior
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 蔡秉淑(Chae, Byung- sook) 金順基(Kim, Soon-Ki)
• 간행물 정보: 『관광산업연구』관광산업연구 제9권 제1호, 56~75쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.05.31

영문 초록

This study w as to consider the attribute of cooking standardization(safety, convenience) and of physical service for the service quality(dining space, convenience space) as antecedent variables. In addition, this study w as to investigate the effect on the custom er satisfaction in hotel service, and to investigate the structural relationship how the custom er satisfaction affected the behavior intention(revisit intention, recom m endation intention). The questionnaire was executed as an object of custom ers w ho resided in Seoul􀀀G yeonggi Province am ong the custom ers w ho used the food and beverage in the hotel in G angnam area, Seoul. The statistical processing of collected data necessary for this study w as analyzed by using a statistical program SP SSW IN 12.0. A s for the analysis tools, this study w as to use the m ethods of reliability and factor analysis. To find out the effect relationship w ith the general satisfaction by the custom ers w ho used the hotel by setting four factors like the attribute factors of cooking standardization (safety, convenience) and attribute of physical service for service quality(dining space, convenience space), this study w as to execute the m ultiple regression analysis. From the result of this research above, it m ay be sum m ed up as follows. This study has found out that ‘safety’ and ‘convenience’ in the attribute of cooking standardization affected each custom er’s overall satisfaction positively. H ow ever, the factors of ‘dining space’ and ‘convenience space’ in the attribute of physical service did not affect the custom er’s overall satisfaction positively. In addition, this study w as to execute the sim ple regression analysis betw een ‘repurchase intention ’ and ‘recom m endation intention ’, considered as the consum er’s behavior intention like dependent variable ‘custom er satisfaction’. This study has show n that the custom er’s overall satisfaction significantly affected the revisit intention positively. Furtherm ore, the custom er’s overall satisfaction significantly affected the custom er’s recom m endation intention positively.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구의 모형과 조사설계

Ⅳ. 실증분석

Ⅴ. 결 론

키워드

요리 표준화(cooking standardization) 고객행동(custom er behavior) 재방문(repurchase intention) 구전의도(recom m endation intention)