Browse > Article

A Study on the Satisfaction of the Buffet Menu Quality of the Hotel Customers  

Choi, Su-Keun (Department of Food service management and Culinary, Gyeongju University)
Lee, Yeon-Jung (Department of Food service management and Culinary, Gyeongju University)
Lee, Jin-Hyung (Department of Food service management and Culinary, Gyeongju University)
Publication Information
Journal of the Korean Society of Food Culture / v.19, no.5, 2004 , pp. 573-586 More about this Journal
Abstract
This study aims at providing useful information to establish subdivided marketing direction by deriving factors of significant extent and practicable extent of buffet users toward menu quality among super deluxe hotels in Gyeongju, and furthermore aims at presenting implications for efficient management result and sales increase of buffet in the future. The result of positive analysis is as follows. Firstly, in result of analyzing difference between importance and performance of hotel buffet in Gyungju area, importance is much higher than performance. Secondly, respondents consider that the most important menu of hotel buffet is main dish such as hot food and instant food rather than menu such as beverage, soup and salad. When it comes to attribute of menu quality, it appeared that respondents put highly significant extent on sanitariness of food, freshness of food, flavor of food, and seasonality and variety of menu. Thirdly, oriental instant food is included in the second quadrant of IPA regarding buffet menu which should be intensively managed. And three attributes such as temperature of food, time of changing food, and creativity of menu are included in the second quadrant of IPA graph by attribute of hotel buffet's menu quality. Lastly, in IPA graph by hotel, the following menus of each hotel need to be intensively managed: Oriental instant food of A hotel, Western cold food of B hotel, Oriental instant food, Western instant food, and Oriental dessert of C hotel, and Western porridge soup, Oriental instant food, and Western instant food of E hotel. The aforementioned menus should be improved.
Keywords
buffet; menu quality; super deluxe hotels;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kang YW. A verification study on menu satisfaction of hotel restaurant customers Kyung Hee University Graduate School. Master's degree Thesis, 1999
2 David V. Pavesic, 'Prime Numbers ; Finding Your Menu's strengths' Cornell H.R.A. Quarterly, Nov, 1985
3 Miller Jack E. Menu : Pricing and Strategy. CBI Books. 1980
4 Choi SB, Cho CB. A Study on the menu management system and the job efficiency. Journal of Food service Management 5(1): 177-197, 2002
5 Won WH, Ko JY. The practice of new food & beverage. Baeksan Publishing Company, 1998
6 Min KH. A study on consumers` choice behavior of italian restaurant menu in hotels. Journal of Food service Management 4(1): 65-81, 2001
7 Kim KY, Lee SH. A study on the menu composition factors for management activation of hotel & restaurant. Journal of Food service Management 3(1): 5-21, 2000
8 Kasavana Michael L., Computer Systems for Foodservice Operations, VNR, 1984
9 Ninemeier. Jack D. F&B Contrls, 2nd, AH & MA. 1986
10 Lee AJ, Park DH, Park JW. Effect of the service quality of food service industry on customer satisfaction, revising intention and oral transmitting intention. Korean J Hospitality Administration 12(1): 191-213, 2003
11 Ryoo KM. A study on management efficiency for the Hotel & Restaurant banquet service. Korean J Culinary Research 6(2): 227-146, 2000
12 Go GD, Na TG, Lee DG. A study on promotion menu of hotel restaurant and customers` choice attribute. Korean J Culinary Research 9(3): 55-72, 2003
13 Lee HJ. A study on the menu-selection behavior in hotel italian restaurant. Korean J Culinary Research 9(3): 37-54, 2003
14 Parasuraman, A., Zeithaml, V. A., & Berry, L. L., 'SERVQUAL : A multiple-item scale for measuring consumer perception of service quality'. Journal of Retailing, 64(Spring), 12-40, 1988
15 Swinyard, William R. and Kenneth D. Struman, 'Market segmentation Finding the Heart of Your Restaurant Market,' Cornell H.R.A Quarterly, 27(1), 89-96, 1986
16 Khan, Mahmood, A Conceps of Food Service Operation and Management, Van Nostrand Reinhold, New York, 1991
17 Parasuraman, A., Zeithaml, V. A., & Berry, L. L., 'A conceptual model of service quality and its implication for future research' Journal of Marketing, 49(Fall), 41-50, 1985
18 Kang YW, Choi MW. A Study on menu satisfaction main causes of hotel restaurant customers - 5 focused on Buffet Restaurant -, Journal of Research of Tourism Information 6: 153-177, 2000
19 Cronin J. J., & Taylor S. A., 'Measuring service quality : A reexamination and extension.' Journal of Marketing 56(July): 55-68, 1992
20 Yoo JN, Lee YJ, Lee YK, The impact of service orientation on employee satisfaction by hotel grade. Journal of Tourism Sciences 23(2): 138-155, 2000
21 Kim KR. A study of efficient menu management of S hotel. Sejong University Graduate School. Master's degree Thesis, 1992
22 Cadott, E. R, and N. Turgeon 'Key Factor in Satisfaction,' Comell H.R.A Quarterly, 28(4): 45-56, 1988
23 Oliver, R. L., 'A cognitive model of the antecedents and consequences of satisfaction decisions'. Journal of Marketing Research, 17(September), 46-49, 1980
24 Yang KS. A study on the satisfaction of customers for hotel buffet restaurant in seoul. Kyonggi University Service business administration Graduate School. Master's degree Thesis, 2002
25 Woo MH. A Study on sales promotion of buffet restaurant. Journal of Tourism and Leisure Research 4, 1992
26 Kim SJ. A study on the customer's evaluation factors of the korea restaurant menus in hotels. Kyonggi University Graduate School Master's degree Thesis, 1999