Korean journal of food and cookery science (한국식품조리과학회지)

Korean Society of Food and Cookery Science (한국식품조리과학회)
권호 표지

A Study on the Effects of Service Quality on Customers Satisfaction and Revisits to Foodservice Businesses - Focused in Jeonju Area -

외식업체의 서비스품질이 고객 만족도 및 재방문에 미치는 영향 - 전주지역을 중심으로 -

  • Min, Kye-Hong (Dept. of Foodservice Management, College of Culture and Tourism, Jeonju University)
  • 민계홍 (전주대학교 문화관광대학 외식산업학과)
  • Published : 2007.10.31
Download PDF
⟨ Previous Next ⟩

Abstract

This study analyzed the influence service quality has on customers satisfaction and revisits to foodservice enterprises located in the Jeonju area. The result are as followings. First, factor analysis was performed with 25 variables, drawing out five accessibility, materiality, assurance, speciality, and correspondence. Second, study model analysis showed that the service quality of foodservice operations located in the Jeonju area had an influence on customers satisfaction. This was especially significant for the factors of accessibility and materiality. Third, when considering customer satisfaction with restaurants, satisfaction with the area's image, and satisfaction with the area's sightseeing, we found that satisfaction with the restaurants and satisfaction with the area's image influenced revisits. This suggests that the higher a customer's satisfaction the more foodservice businesses they want to visit. Thus the foodservice businesses located in the Jeonju area must promote service quality so that customers are satisfied and repeatedly visit the restaurants.

Keywords

References

  1. 월간식당. 2007. 한국외식정보. 서울. pp 78-79
  2. 전주음식. 2007. 8. 2. http://www.jeonjufood.or.kr
  3. Byun JS. 2006. A study on the effects of the banking service quality on customer satisfaction, their intention of return and word of mouth. The Dongguk University of Korea. pp 34-59
  4. Chae GH. 2007. A study on satisfaction factor of hotel service quality improvement. Korea Academic Sci of Tourism Information 25(0):53-74
  5. Dube LL, Renaghan M, Miller JM. 1994. Measuring customer satisfaction for strategic managemet. The Cornell Hotel and Restaurant Administration Quarterly 35(1):39-47
  6. Kang JH, Ko BS. 2006. Measuring the effects of employee's foodservice quality, valu, and satisfaction on tourist behavioural intention. Korean J Food Culture 21(6): 623-628
  7. Kwon MY, Jung HK, Han DY. 2006. A study on how service quality of family restaurant exert a significant influence customer satisfaction and revisit intention. Korea Association of Business Education 44(0):65-92
  8. Lee JE. 2007. A study on the influence of service quality on customer satisfaction and revisit intention in the coffee service industry. The Hanyang University of Korea. pp 60-110
  9. Martin WB. 1986. Defining what quality service is for you. The Cornell Hotel and Restaurant Administration Quarterly 24(1):32-38
  10. Min KH. 2006. Menu Evaluation for Native Food in Jeonju Area. Korean J Food Cookery Sci 22(1): 96
  11. Oh H. 2000. Diners' perceptions of quality, value, and satisfaction. The cornell HRA Quarlerly 41(3):58-66
  12. Oyewole, P. 1998. Multi-Attribute dimensions of service quality in the fast food restaurant industry. Journal of Restaurant and Foodservice Marketing 3(3/4):65-68
  13. Park JO, Hwang YC. 2007. The effects of service context factors on service quality, service value, customer satisfaction and repurchase Intention. Korea Service Management Sci 8(1):79-110
  14. Park SB. 2006. Analysis of the customers expectation and satisfaction for service qualities in deluxe korean restaurants. The Yongin University of Korea. pp 12-57
  15. Park SW, Choi CJ, 2007. Effects of firm image on service quality, consumer satisfaction, and repurchase intention by the types of well-being store in korea. The journal of the Korean Sci of International Agriculture 8(3):234-241
  16. Parasuraman. 1988. A Multiple Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing, 64(1):12-40
  17. Pettijohn LS. Pettijohn CE, Luke RH. 1997. An evaluation of fast food restaurant satisfaction: determinants, competitive comparisons and impact on future patronage. Journal of Restaurant and Foodservice Marketing 2(0):3-20 https://doi.org/10.1300/J061v02n03_02
  18. Rumore NZ, Zhu J, Tanner L, Scheuermann. 1999. Effectiveness of competitive strategies in fast food markets: An Analysis of Customers' Preferences'. Journal of Restaurant and Foodservice Marketing 3(3/4):39-48 https://doi.org/10.1300/J061v03n03_04
  19. Sim JJ, Eng P, Schmidbauer. 1999. Perceived importance factors of restaurants in relation to university customers' demographic characteristics'. Journal of Restaurant and Foodservice Marketing 3(3/4):109-122 https://doi.org/10.1300/J061v03n03_08
  20. Song JJ, Kim SC, Yu JS. 2006. Structural relationships among the service quality, attitude, intention of reusing, service value, satisfaction for hotel coffee shop customer. Journal of Foodservice Management 9(2):67-88