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Relationships between Delivery Service Quality and Customer Satisfaction in Chicken Delivery Outlets  

Kim, Young-Yi (Dept. of Tourism Management, Soonchunhyang University)
Cha, Suk-Bin (Dept. of Tourism Management, Soonchunhyang University)
Publication Information
Journal of the East Asian Society of Dietary Life / v.20, no.1, 2010 , pp. 138-148 More about this Journal
Abstract
This study was conducted to delineate the dimensions of delivery service quality and to investigate the causal relationships between dimensions of delivery service quality and overall customer satisfaction toward delivery service among chicken outlets. To accomplish this, 235 persons who have experienced the chicken delivery service in Seoul were surveyed. The results revealed that the service quality consisted of six factors, employee service, menu quality, extra service, other menu service, menu development, and payment. In addition, menu quality and menu development factors had a positive(+) effect on customer satisfaction. Moreover, statistical differences between some delivery service quality factors and demographic variables and between usage characteristics and demographic variables were identified. Finally, a discussion of theoretical and managerial implications and future research areas is provided.
Keywords
Delivery service; service quality; chicken outlets;
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Times Cited By KSCI : 4  (Citation Analysis)
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