두부 전문 음식점의 서비스 품질이 고객 만족과 충성도에 미치는 영향에 관한 연구 - 서울.경기 지역을 중심으로 -

A Study on the Effects of Service Quality of Korean Tofu Restaurants on Customer Satisfaction and Loyalty - Focused on Seoul and Gyeonggi Area-

Quality is recognized as one of the key components of business strategies. In this respect, this study aims to investigate quality factors that influence customer satisfaction and loyalty in Korean Tofu restaurants and promote the quality improvement in their service operations. The experimental data were collected from the questionnaire answered by 130 customers in Seoul and Kyonggi area. They were statistically analyzed using SPSS Win.12.0. For statistical analysis, frequency, factor analysis, reliability analysis, and regression analyses were conducted. The results of the analyses show that two dimensions such as "empathy" and "IT use" influence the satisfaction of customers. "Empathy", "tangibles", "well-being food", and "customer satisfaction" were identified as critical factors influencing the loyalty of customers.