Browse > Article

The Effect of Selection Properties on the Customer Satisfaction and Loyalty in Context of Institutional Foodservice - Moderating Effect of Number of Use -  

Son, Eun-Su (Dept. of Culinary Art ＆ Baking, Changwon Moonsung University)
Jung, Mi Wha (Dept. of Foodservice Management, Kyungsung University)
Lee, Jong-Ho (Dept. of Foodservice Management, Kyungsung University)
Publication Information
Culinary science and hospitality research / v.21, no.4, 2015 , pp. 55-71 More about this Journal
Abstract
The purpose of current study is to identify moderator effects of a number of use in terms of the influences of selection properties as perceived by college foodservice. This study was collected 297 survey from college students in Busan and Gyeongnam using the statistics program SPSS (18.0). Result shown that the selection properties of the institutional food service were analyzed with four elements: physical environments, service of worker, diversity of menu, and quality of food. All of the selection properties were found to have significant effects on satisfaction. Although there was no significant effect on the second stage, partial moderating effects were found in the third stage only when the interaction term of physical environments ${\times}$ the number of use is applied. Considering these results, it can be considered that a number of use of foodservice facilities are moderated by physical environments. Therefore, it implies that institutional foodservice operators should improve physical environments including interior, tableware, and cleanliness. In addition, satisfaction and preference were found to be closely related each other, which indicates that preference is improved as satisfaction increases.
Keywords
selection properties; food service; satisfaction; college students; loyalty;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
연도 인용수 순위
1 대한급식신문. 2011년 6월 27일.
2 송지준 (2011). SPSS/AMOS 통계분석방법. 21세기사, 경기.
3 Ahn KH (2003). A Study of Promotion Strategies and Decision-Making of Choice on the Customer Charaters in the Family Restaurants. Master's Thesis, Sejong University.
4 Che SY (2011). A Study on the Service Quality of Education from Coffee-related Majors at Vocational School that Affects the Students' Satisfaction and Loyalty. Master's Thesis, Graduate School of Seoul Venture University.
5 Cho JS (2013). An empirical study of the influence of bakery attributes on customers satisfactions, recommendation intertions: Focused on a moderating effect of service quality. Foodservise management Society of Korea 16(3):261-290.
6 Choi BY (2014). Customer's Perceived Gap between Satisfaction and Importance in Company Cafeteria Selection Attributes Influencing on Repurchasing Intentions and Customer Switching Intentions. Master's Thesis, Sejong University.
7 Choi HH (2010). Correlation between Customer Satisfaction, Recommendation and Customer's Preference of Restaurants : Focused on Customer of Family and Riverside Restaurant. Master's Thesis, Sejong University Graduate School of Tourism.
8 Choi JH (2008). A comparative study on the visitors' satisfaction measurement of the selecting attributes of theme parks in Korea: Focused on seoul land and ever land. Hotel Tourism Research 10(2):301-316.
9 Choi SH (2008). A study on brand immersion of the consumer: Focusing on affectional and behavioral devotion. The Korean Journal of Consumer and Advertising Psychology 9(1): 45-67.   DOI
10 Czepiel JA, Gilmore R (1987). Exploring the concept of loyalty in service, in Service Marketing Challenge: Integrating for Competitive Advantage, Czepiel, J.A.C.A. Congram and J. Shanahan, eds. Chicago, IL:AMA.
11 Day RL (1984). Moldeling choice among alternative responses to dissatisfaction. Advance in Consumer Research 11:496-499.
12 Engel JF & Blackwell RD (1982). Consumer Behaviour, The Dryden Press, New York.
13 Green CG (1993). Using customer survey to develop marketing strategy in college/university foodservice. Journal of College & University Foodservice 1:39-51.
14 Hong SH (2008). What Effects Impressions of Service Quality for Cafeteria in Company Training Institute has on Customer Satisfaction and Their Likelihood of Coming Back. Master's Thesis, Sejong University Graduate School of Tourism.
15 Hwang IH (2005). Study on the Measurement of Educational Service Quality and Structural Causality of Student Satisfaction. Doctorate Thesis, Kyungsang University.
16 Hwang JJ (2014). The Effects of the Selection Attributes of Family Restaurant on Revisit Intention : Focusing on Chinese Students in Seoul. Master's Thesis, Hanyang University Graduate School.
17 Hyong MY (2006). Customer's Choice Factors and Satisfaction of Restaurants : Focused on Comparison of Family Restaurant and General Restaurant. Master's Thesis, Graduate School of Soon-chun-hyang University.
18 Jang HY, Jung GH (2005). A study on the effects of switching cost, customer loyalty, and brand preference on customer satisfaction and repurchase intention in service industry. Journal of the Korea Service Managemant Society 6(2):187-214.
19 Jeon YS, Lim ST (2011). A study on the relationships between hotel service guarantees, perceived fit, perceived value, relationship satisfaction and loyalty. Journal of Tourism Research 25(1):109-127.
20 Jo GH (1999). The effects of customer satisfaction and switching barrier on store loyalty. Koera Marketing Review, 14(1):47-74.
21 Jo JM (2013). A Study on the Importance and Satisfaction of the General Standing Restaurant Selection Property. Master's Thesis, Kyunggi University.
22 Jung MR (2005). The Selection Attributes of the Hotel Restaurants and Customer Satisfaction. Master's Thesis, Hanyang University.
23 Kang YS, Park HJ, & Jung JW (2011). A study on the effects of the selection attributes of Korean restaurant menu on customer satisfaction and revisit intention. Korea Journal of Culinary Research 17(2):1-17.
24 Kim DH (2007). Study of Preference and Selection Properties of Hotel by Wine Producing Countries. Master's Thesis, Kyonggi University Graduate School of Tourism & Hospitality.
25 Kim DH (2012). Influence of the Attributes of Coffee Stores on the Customer's Visiting Intention. Master's Thesis, Graduate School of Sejong University.
26 Kim HD, Son ES, Kang SM (2012). A study on the customers' satisfaction of institutional foodservice. Tourism Research 37:127-147.
27 Kim JE (2014). A study on how the catering service menus made with local food effects of comsumer's satisfaction -Focused on university students in Jeonju-. Korean Academic Society of Tourism Management.
28 Kim JH, Kang HM (2011). The effects of switching cost and customer satisfaction on brand loyalty in a continuous purchase setting. The Academy of Customer Satisfaction Management 13(3):1-17.
29 Kim JR (2009). The Recognition of Tableware at Office Food Service Customer. Master's Thesis, Sookmyung Women's University, Graduate School of Traditional Arts.
30 Kim KJ, Sung TJ (2011). A comparative study on the determinants of customer satisfaction. Korea Journal of Culinary Research 17(1):12-25.
31 Kim KK (1998). Strategic Retail Marketing, Hyung Sung Publisher, 81-82.
32 Kim KS (2002). A Study on Service Quality and Customer Loyalty of Foodservice Industry. Master's Thesis, Graduate School of Business and Public Administration Kangwon National University.
33 Kim MJ (2007). The Impact of Choice Attributes of the Family Restaurant on Customer Satisfaction and Brand Loyalty: A Comparative Study among Brands. Master's Thesis, Graduate School of Sejong University.
34 Kim RK (2012). A Study on Customer's Selection of and Loyalty to Coffee Shops : Comparison between Franchised and Individual Shops. Master's Thesis, Graduate School of Tourism, Hotel & Food Service Management Dong- eui University.
35 Ko DW (2002). The Relationship between Sponsorship Activities for 2002 FIFA WOLDCUP KOREA/JAPAN and Brand Loyalty. Doctorate Thesis, Dankook University.
36 Ko SH (2013). A study on customers' importanceperformance of service qualities when using an cafeteria and outside restaurant in some company cafeteria. Korean Journal of Food Cookery Science 29(1):73-79.   DOI
37 Kong GY (2002). A difference of hotel selection atrribute on personal value of japanese tourists to Korea. Journal of Tourism & Leisure Research, 14(3):213-227.
38 Kotler P, Tauber EM (1972). "Why do people shop.". Joumal of Marketing 6(October):46-59.
39 Kotler P, Bowen J, Makens J (1996). Marketing for Hospitality and Tourism. Prentice-Hall Inc., New Jerey.
40 Lee HJ, Seo JY (2012). Comparison of local and global coffee shop brands and the effect of their physical environment on customer satisfaction and revisit intention. Journal of Hotel Management Research 21(2):131-147.
41 Lee HS (2005). A study on the relationship with hotel's brand personality, brand trust, and brand loyalty of the hotel enterprise -Focused on deluxe hotels in Busan-. Journal of Tourism & Leisure Research 17(1):97-118.
42 Lee JS, Kim UG (2003). The relationship among image, guests' satisfaction, and brand loyalty of family restaurant. Journal of Tourism & Leisure Research 15(2):99-118.
43 Lee JS, Kim UG (2003). The relationship among image, guests' satisfaction, and brand loyalty of family restaurant. Journal of Tourism & Leisure Research 15(2):99-118.
44 Lee KH, Sun SH (2008). Restaurant selection attributes and perceived value moderated by consumer response level to atmospherics, and customer satisfaction & behavioral consequences. Tourism Research 23(1):461-482.
45 Lee SJ, Kim HA (2010). Comparative analysis of price sensitivity for using environmental -friendly agricultural products in university foodservices between Jeonnam and Gyeongnam areas in Korea. The Korea Society of Food Science and Nutrition 39(8):1220-1230.   DOI
46 Lee TW (2004). A Study on the Choice Factor and Customer Satisfaction of Coffee Shop. Master's Thesis, Yonsei University.
47 Lee WY (1994). Customer satisfaction and status of Korea's retail and improving plan industry: Focus on agricultural retailers. Sogang Journal of Business 5(1):279-292.
48 Lee YJ (2009). Study of the Difference in Mature Customer's Restaurant Selection Criteria and Dining-out Motivation. Master's Thesis, Graduate School of Ehwa Woman's University, 14.
49 Lee YJ (2011). A study on the effect of brand recognition on brand personality, brand image and customer-brand relationship quality in the university contract foodservice industry. Korea Journal of Culinary Research 17(3):51-73.
50 Nam SW, Lee JH, Lee CH (2011). Effects of food service factors' satisfaction in the contracted food service industry. Korean Journal of Hotel Administration 5(63):181-199.
51 Oliver RL(1992). Where consumer loyalty? Journal of Marketing 63(Special issue):33-44.
52 Park BG (2006). A study on factors of influencing turnover intention of nutritionists working at catering food industries. Tourism Research 32:139-154.
53 Park CS (2007). Effect of Properties of Meal for Workers in Industry on Satisfaction with Meal. Master's Thesis, Bu-Kyung University.
54 Park HS (2010). A study on customer satisfaction, consumer commitment, and relational outcomes in coffee houses. Korea Journal of Culinary Research 16(5):25-36.
55 Park SJ, Kim JA, Lee SY (2000). A study on attitude and satisfaction of service quality in university foodservices. Journal of East Asian Dietary 14(1):89-91.
56 Seo EJ (2011). The Effect of Waiting Time on Customers' Negative Emotional Reactions, Service Satisfaction Evaluations and Switching Intention. Master's Thesis, Graduate School of Sejong University.
57 Seo JY, Lee HJ (2011). A study on the coffee shop's service quality impacts on the customer' s satisfaction, trust and recommend convention: comparison of homemade and foreign coffee shop brands. The Academy of Customer Satisfaction Management 13(3):151-172.
58 Shim YJ (2008). A Study on How Individual Value Affects to Attribute of Choice for Bakery. Master's Thesis, Honam University, 21.
59 Son YJ (2010). The effect of consumer choice attributes on customer satisfaction, revisit and word-of-mouth intention in a coffee shop. Korea Journal of Culinary Research 16(4): 76-93.
60 Song KS (2012). Effects of wine selection attributes on satisfaction and repurchase intention- Focused on the moderating effect of wine involvement-. The Korea Contents Association.
61 Tauber, EM (1972). "Why do people shop" Journal of Marketing 6(October):46-59.
62 Yang C (2012). Effects of Select Attributions on Satisfaction and Recommendation Intention by Lifestyles in Coffee Shops. Master's Thesis, Graduate School of Semyung University.
63 Yang IS (1991). Role expectations of nutritionist with the change of foodservice industry. Nutritionist Symposium Sourcebook 91(9):16-20.
64 Yoo P, Kim DJ (2010). The effects of selection attributes on customer satisfaction - The case of Korean-themed restaurants in Shenyang, China -. Korea Journal of Culinary Research 16(1): 24-37.
65 Yoo YS, Choi WS (2010). The influence of customer extra-role behavior on other customer satisfaction, commitment, and citizenship behavior. Tourism Research, 30:45-62.
66 Zikmund WG (1997). Business Research Methods, DrydenPress, 306, Orlando.
67 Zins AH (2001). Relative attitudesand commitmentin customer loyalt models. International Journal of Service 12(3):269-294.   DOI
68 Zeithaml VA (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Acadermy of Marketing Science 28(1): 67-85.   DOI