동아시아식생활학회지 (Journal of the East Asian Society of Dietary Life)
- 제17권6호
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- Pages.926-934
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- 2007
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- 1225-6781(pISSN)
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- 2288-8802(eISSN)
레스토랑 서비스질 차원들이 서비스 가치, 만족과 행동 의도에 미치는 영향 평가
Measuring the Effect of Restaurant Service Quality Dimensions on Service Value, Satisfaction, and Behavior Intention
- Kang, Jong-Heon (Dept. of Cooking Science, Sunchon National University) ;
- Ko, Beom-Seok (Dept. of Hotel Culinary Arts & Wine.Coffee, Daegu Health College)
- 발행 : 2007.12.31
초록
The purpose of this study was to measure the effects of restaurant service quality dimensions on service value, satisfaction, and behavior intention. A total of 273 questionnaires were completed. A structural equation model was used to measure the causal effects. The results of the study show that the confirmatory factor analysis model presented an excellent model fit. The unrestricted model yielded a significantly better fit to the data than the two restricted models. In the unrestricted model, the effect of reliability on service value was statistically significant. The effects of tangibles and empathy on satisfaction were also statistically significant. As expected, empathy had a significant effect on behavior intention. Moreover, empathy had a significant indirect effect on behavior intention through service value and satisfaction. Restaurants should devote themselves to factors such as reliability in order to improve service value. Also, attention must be given to another important factor, empathy, since this influenced not only satisfaction, but also behavior intention.
키워드