Journal of the Korean Society of Food Culture (한국식생활문화학회지)

Korean Society of Food Culture (한국식생활문화학회)
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Relationships among the Service Quality, Service Value, and Customer Satisfaction in a Fine Dining Restaurant

파인다이닝 레스토랑의 서비스 품질이 서비스 가치, 고객 만족에 미치는 영향 연구

  • Park, Min Hyuk (Department of Foodservice and Culinary Management, Kyonggi University)
  • 박민혁 (경기대학교외식조리관리학과)
  • Received : 2018.11.23
  • Accepted : 2018.12.31
  • Published : 2018.12.31
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Abstract

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.

Keywords

General characteristics of the subjects

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Factor analysis and reliability analysis of variables

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Correlation analysis

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Regression analysis of service quality and service value

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Regression analysis of service quality and customer satisfaction

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Regression analysis of service value and customer satisfaction

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