Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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The Influence of Service Quality of Company Employees on Satisfaction of Customers

기업체 종사원의 급식 서비스 품질 요인이 이용 고객 만족도에 미치는 영향 - 부산, 울산, 경남 기업체 중심으로 -

  • Kim, Seog-Jun (Dept. of Food Service & Restaurant Management, Dong-eui University) ;
  • Cho, Yong-Bum (Dept. of Food Service & Restaurant Management, Dong-eui University)
  • 김석준 (동의대학교 외식 산업경영학과) ;
  • 조용범 (동의대학교 외식 산업경영학과)
  • Published : 2007.12.30
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Abstract

The purpose of this study is to explore the relationship between the service of employees in the foodservice industry and their customers' satisfaction. The study surveyed 310 subjects who are the employees of companies in Busan, Ulsan, City and Gyeongsangnam-do and processed the result using SPSS for Win V. 12. 0. For statistical analysis, Frequency, Factor Analysis and Regression were put into operation. As a result of Factor Analysis on the quality of company food-service, six factors have been extracted. The result of the Factor Analysis of satisfaction revealed one factor. In conclusion, this study shows that the quality of foodservice - food, convenience, menu, kindness, hygiene/cleanliness, facilities - had a positive effect on users' satisfaction. It is expected that the results will provide a base for marketing strategies to be used by the managers and marketers in foodservice companies.

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