A Study on Impacts of Service Providers' Organizational Satisfaction and Loyalty on Customers' Repurchasing and Satisfaction in Korean Traditional Restaurants

고급 한정식 종업원의 조직 만족 및 충성도가 서비스 품질과 고객만족 및 재구매 의도에 미치는 영향에 관한 연구

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.