Culinary science and hospitality research (한국조리학회지)
- Volume 14 Issue 1
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- Pages.134-143
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- 2008
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- 2466-0752(pISSN)
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- 2466-1023(eISSN)
A Study on the Effect of Service Quality on Customers' Satisfaction and Loyalty in Foodservice Industry - Focusing on a Imsilcheese Pizza Customers -
외식업체의 서비스 품질이 고객 만족과 고객 충성도에 미치는 영향에 관한 연구 - 임실치즈피자를 이용한 고객을 대상으로 -
- Kang, Byong-Nam (Dept. of Hotel Culinary Arts', Hyejeon College) ;
- Moon, Sung-Sik (Dept. of Foodservice Management, Kyonggi University) ;
- Jeon, Hyo-Jin (Dept. of Hotel Culinary Arts', Kijeon College)
- Published : 2008.03.30
Abstract
The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.