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Impact of Satisfaction about Service Quality on Store Loyalty: A Comparative Study of the International Brand and the Domestic Brand of Fast Food Franchise in Korea  

장대성 (경기대학교 서비스경영전문대학원)
김영택 (네브라스카 대학교 경영학과 연구원)
Publication Information
Journal of Korean Society for Quality Management / v.30, no.2, 2002 , pp. 26-46 More about this Journal
Abstract
This study was conducted to identify the differences In Customers' satisfaction about service quality between the largest Korean fast food franchise and the largest American Fast food franchise in Korea. And this study was performed to identify the critical service factors influencing the store loyalty of fast food franchise in Korea. The results of this study show that the American fast food franchise is doing better performances in service factors than the Korean fast food franchise. And the value of food and service is identified as the most critical factor for the store loyalty of the fast food franchise in Korea.
Keywords
Fast Food Franchise; Service Quality; Customers′ Satisfaction Store Loyalty;
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