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http://dx.doi.org/10.7318/KJFC/2018.33.6.550

Relationships among the Service Quality, Service Value, and Customer Satisfaction in a Fine Dining Restaurant  

Park, Min Hyuk (Department of Foodservice and Culinary Management, Kyonggi University)
Publication Information
Journal of the Korean Society of Food Culture / v.33, no.6, 2018 , pp. 550-557 More about this Journal
Abstract
This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.
Keywords
Fine Dining; Service Quality; Service Value; Customer Satisfaction;
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Times Cited By KSCI : 2  (Citation Analysis)
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