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A Study on the Effects of Perceived Service Quality in Upscale Korean Restaurants upon Customer's Feeling Response and Revisit Intent  

Jung, Hyo-Sun (Department Culinary Science and Arts, Kyung Hee University)
Yoon, Hye-Hyun (Department Culinary Science and Arts, Kyung Hee University)
Publication Information
Korean journal of food and cookery science / v.26, no.2, 2010 , pp. 129-137 More about this Journal
Abstract
The purposes of this study were to understand the influence of perceived service quality in upscale Korean restaurants on a customer's feeling response and revisit intent, and to empirically analyze whether a customer's feeling response plays a mediating role between the service quality and revisit intent. Based on a total 303 samples obtained from the empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, ${\chi^2}_{(df=263)}=557.397$, CMIN/df 2.119, RMR .09, GFI .88, AGFI .86, NFI .94, CFI .97, RMSEA .06. The major results of this study can be outlined as follows: Price & value($\beta=.40$), food quality($\beta=.26$) and atmosphere($\beta=.15$) had a significant positive effect on the customer's feeling response, and the customer's feeling response($\beta=.65$) had a significant positive effect on revisit intent. In addition, the effect of the perceived service quality in upscale Korean restaurants on revisit intent was found to be partially mediated by the customer's feeling response. Limitations and future research directions are also discussed.
Keywords
service quality; feeling response; revisit intent; customer; upscale Korean restaurant;
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Times Cited By KSCI : 8  (Citation Analysis)
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