• Korean journal of food and cookery science
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• v.31 no.6
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• pp.749-755
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• 2015

The objectives of this study were to evaluate the gap between perceived importance and performance of foreign Chinese students' off-campus restaurants selection attributes and to analyze the factors affecting their satisfaction with off-campus restaurants. All statistical analyses were conducted using the SPSS package program (ver. 20.0). In summary, Importance-Performance Analysis results indicated that 'price propriety', 'ventilation of dining room' and 'friendliness of employees' were key aspects that should be reinforced by off-campus restaurant managers. Additionally, exploratory factor analysis on the validity of the 23 attributes of off-campus restaurant selection resulted in the identification of 5 factors including 'food quality and price', 'physical environment and value', 'service environment', 'service quality', and 'convenience and cleanness'. According to the results of multiple regression analysis, 'service quality', 'service environment', 'food quality and price', and 'physical environment and value' had significantly positive effects on overall satisfaction. In conclusion, in order to increase customer satisfaction among Chinese students, off-campus restaurant managers should improve not only the quality of service and food, but also the physical and service environment.

• Journal of the Korean Society of Food Culture
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• v.25 no.2
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• pp.189-197
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• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• Proceedings of the KAIS Fall Conference
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• 2004.06a
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• pp.331-334
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• 2004

외식산업은 국민경제의 발전에 따른 가처분 소득 증가, 여가시간의 증대, 맞벌이 세대의 증가, 핵가족화 등의 성장원인으로 국민의 의식형태의 변화에 따라 수많은 외국 브랜드의 레스토랑이 국내에 진출하여 경쟁이 심화되어 있다. 외국계 레스토랑의 국내 진출은 의식 서비스 품질의 중요성을 인식시켜주는 계기가 되었으며, 고객만족은 그 어떤 무엇보다도 중요한 기업활동의 목적으로 여기는 계기가 되었다. 이러한 점을 감안하여 본 연구는 패밀리 레스토랑을 이용하는 고객들의 만족영향요인으로서 서비스 품질을 선행요인으로 하여 고객만족과 사후에 전개되는 행동과의 관계를 구조적으로 측정하였다. 그리고, 가장 취약한 점을 찾은 후 그 점을 가장 잘 보완할 수 있고, 고객과의 관계를 더욱 친밀히 할 수 있는 새로운 서비스의 타당성을 측정해 보았다. 새로운 서비스로써 지금까지 각 테이블당의 호스트 개념을 고객관리를 함께 하도록 호스트들에게 더 많은 권한을 이양해 주어, 개개인의 호스트라는 느낌을 가져서 타 패밀리 레스토랑보다 특별한 고객으로 대한다는 것을 느낄 수 있게 한다면 통계적으로 살펴봤던 반응성과 공감성 요인의 취약함을 오히려 강점으로 만들 수 있다는 결론이 도출되었다.

• The Journal of the Korea Contents Association
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• v.8 no.8
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• pp.261-273
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• 2008

One recurrent theme within the literature on 6 sigma was the study of its effect on organizational performance. Nonetheless, most research were focused on analyzing the relationships between the implementation of different elements and several types of performance. This research incorporated the effect of organizational environment as a variable for explaining the impact of 6 sigma on business results. The model was tested using regression analyses, employing a survey of employees of hotels' cuisine departments involved in 6 sigma. The causal analysis results showed that dynamism, munificence and complexity influenced the degree of implementation of the main 6 sigma principles. Similarly, the dimensions of 6 sigma had an impact on employees' work commitment. The model could be used by hotels to assess their level of 6 sigma success depending on specific environmental characteristics.

• Culinary science and hospitality research
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• v.15 no.1
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• pp.30-46
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• 2009

This study analyzes the factors to determine the location for a food service business. The results and suggestions are as follows. Research hypothesis showed that accessibility, visibility, the property of location and community may have differences by general matters and vital statistical matters. As a result, there were significant differences statistically. Here's the critical point of the research. This result wasn't analyzed by the managers who managed restaurant business because of the restriction of time, space, etc. but by customers and soon-to-be owners or marketers, so the research requires the survey on the factors of location hereafter. Because of the restrictions, the research subject was limited, so the measurement of the vital statistics is inaccurate. According to researcher's opinion, it's a little unjustifiable to generalize this research for all types of restaurant business and conditions. The next research needs to analyze the research results by conditions and much more various subjects.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.269-279
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• 2010

This study investigates 4P's of developing food service products(Focused on Gwangju, Jeonnam area) and intends to set the direction for the relations between product, price, promotion, place and customer satisfaction and customer occupation. Statistical techniques employed includes reliability analysis and regression analysis. The study is based on the 220-questionnaire-survey conducted from July 6 to July 20, 2009 to five foodservice companies in Gwangju. The data collected of this study were analyzed with the frequency analysis, reliability analysis, and regression analysis using the SPSS 12.0 package program. The findings of this study are as follows. Firstly, there are significant product, price, promotion and place factors that affect customer satisfaction. Secondly, there are significant product, price, promotion and place factors that affect customer occupation. Thus, food service management needs to apply product, price, promotion and place strategies aggressively.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.250-266
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• 2015

This study concentrated on the dining out consumption behaviors, dining out selection attributes, and changes in eating habits of silver generation. Total 216 residents in metropolitan area were employed for statistical analysing. The results are as follows. First, as the result of t-test and ANOVA showed that female and higher academic background tended to regularly take high level of fruits, vegetables, meat, and fish eating habits. These results identified that dining out culture and dietary lifestyle are closely linked. Second, as the result of difference in dining out consumption attitudes on eating habit of silver generation, consumers who have better eating behaviors tended to consider the physical environment, variety of menu, and service quality when they choose a restaurant. Third, as the result of analysis on changes in dining out consumption behavior based on eating behavior of silver consumers, groups differences were found from only the source for information on dining out business and standard variable in selection of dining out business. Fourth, physical environment, variety of menu, business quality, and service were indicated as significant selection attributes of dining out among silver peoples. Fifth, dining out consumption behaviors of silver consumers were developed through newspapers, magazines, and previous visiting experiences. In conclusion, the results of present study showed that silver consumers tend to select a restaurant based on word-of-mouth and various factors related to experiences. Hence, various promotional activities are necessary for the business succession.

• Korean Journal of Human Ecology
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• v.14 no.1
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• pp.193-208
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• 2005

The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.

• Culinary science and hospitality research
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• v.14 no.1
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• pp.134-143
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• 2008

The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.

• Culinary science and hospitality research
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• v.18 no.3
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• pp.1-17
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• 2012

This study was planned for an empirical review of foodservice operation in expressway rest areas for a menu strategy targeting staff and customers. The results were as follows. Main foodservice category included 10-30 items of Korean dishes. The needs for having branded foodservice menu in rest areas were high in fusion/fast foods, snack/ready-made and beverages. Employment of professional cooks in rest areas was low (10-30%), and the most important factor was 'taste' when cooking Korean foods. Foreigners preferred fusion/fast foods and snack/ready-made foods to Korean food, beverages and Japanese/Chinese foods, and most of the foreigners ordered food with 'no question'(55.5%) or 'some questions'(34.8%). Rest area staff prepared some photos/pictures of foods (80-100%) for menu comprehension, but the accuracy of menu transcription was very low. Customers used a rest area once or twice, stayed for 10-20 min(43.6%)/20-30 min(38.6%), visited by car(77.7%) to relax and use toilets(61.6%) on average. Favorite food and snacks were Korean(32.7%) and ready made/snacks(33.0%), and they spent 5,000-10,000 won(51.3%), 3,000-5,000 won(25.8%) on them. Customer satisfaction with rest areas was 'average' regardless of gender, age, education levels and jobs. With this analysis, we should prepare an efficient menu strategy for customer satisfaction and plans for analyzing problems along with alternatives.