• 한국관광식음료학회:학술대회논문집
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• 한국관광식음료학회 2005년도 학술논문발표집
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• pp.1-20
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• 2005

패밀리 레스토랑은 서비스 산업이라 해도 과언이 아니다. 서비스 운영자 혹은 서비스 제공자의 역할은 고객과의 접촉순간(MOT : Moment Of Truth)에 고객의 요구 및 욕구를 충족시켜 고객에게 제공하는 가치를 극대화하여 서비스 상품의 판매 향상을 도모하고자 하는 것이다. 향후 패밀리 레스토랑은 하드웨어(hard ware)측면보다 내적으로 어떤 서비스를 질적으로 나타낼 수 있느냐 하는 소프트웨어(soft ware)가 더욱 강조될 추세이다. 따라서 본 연구의 목적은 패밀리레스토랑 종사원들의 직무만족이 서비스품질에 어떠한 영향을 미치는지 연구하고자 하는 것이다. 본 연구의 대상은 대구전역에 위치하고 있는 패밀리 레스토랑에 근무하는 종사원을 연구대상으로 하였다. 조사기간은 2004년 4월 1일부터 5월 20일까지 50일간에 걸쳐 실시하였다. 실증분석 결과, 본 연구에서 제시한 7개의 가설 가운데 4개가 유의한 것으로 검증되었다.

• 유통과학연구
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• 제22권5호
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• pp.117-129
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• 2024

Purpose: This research aims to explore the ramifications of job stress on cabin crews within the air service distribution sector, specifically examining its impact on service quality through mediating variables such as job satisfaction and engagement during the pandemic era. Research design, data and methodology: The study is based on a sample size of 312 individuals, exclusively comprising cabin crews employed in the airline industry. Methodologically, Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed for statistical analysis. Results: The findings reveal that both performance evaluation and job responsibility exerted a significant impact on both job satisfaction and job engagement. Furthermore, job engagement demonstrated a substantial influence on service quality. However, in contrast, factors like unstable employment and the working environment showed no significant impact on either job satisfaction or engagement. Additionally, job satisfaction did not exert a significant influence on service quality. Conclusions: These insights will offer the valuable guidance to the airline industry in preparing for unforeseen external environments that may affect the industry. As the aviation sector navigates the challenges posed by the pandemic, understanding and addressing the intricate relationships among job stress, satisfaction, engagement, and service quality will be crucial for effective industry resilience and adaptation.

• 한국조리학회지
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• 제23권4호
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• pp.203-215
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• 2017

The purpose of this study is to investigate the effect of educational service quality on educational satisfaction and job usability. The results of the analysis are as follows. First, based on the theoretical background, factor analysis and reliability analysis were conducted. Five factors of tangibility, responsibility, reactivity, assurance, and empathy were found in the educational service quality. In addition, it was confirmed that there was no problem as a single factor in educational satisfaction and job availability, and these factors showed high reliability and validity. Second, in the relationship between educational service quality and educational satisfaction, all five factors which education service quality factors were found to affect educational satisfaction. The higher the factor of educational service quality, the students will be able to increase their satisfaction with education, which was a degree of satisfaction with the education of contract department. Third, in the effects of educational service quality factors on job availability, tangibility, responsibility, reactivity, and assurance have no effect and empathy affects job availability. In this study, although the factors of education service quality is high except empathy, it is not possible to increase the job availability that leads to successful business results. Fourth, job availability affects educational satisfaction. Therefore, the higher the level of job availability, educational satisfaction will also increase. The following are implications of this study. First, high-quality lectures, hands-on training, and educational programs are needed and values that students pursue must continuously increase. Second, there is a need for measures to improve job availability such as the formation of curriculum related to jobs and the demand for the training courses of restaurants.

• 품질경영학회지
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• 제40권2호
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• 패션비즈니스
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• 제15권1호
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• pp.145-157
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• 2011

The purposes of this study were to investigate the impacts of empowerment, job satisfaction, and organizational commitment on service quality. So, this research attempted to test the hypothesized relationships between service quality and its determinants such as job satisfaction, organizational commitment, and customer orientation. To measure these hypotheses, total 200 questionnaires were handed out and 185 were collected. Finally 163 questionnaires were used for the analysis, while 22 were found to be invalid. The frequency analysis, factor analysis, reliability analysis, and multiple regression were conducted after coding and cleaning by SPSS 18.0 The result of this study are as follow. As a result of multiple regression, it shows that empowerment have an effect on job satisfaction, organizational commitment, and service quality. And it shows that job satisfaction and organizational commitment have an effect on service quality.

• 대한안전경영과학회지
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• 제14권2호
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• pp.277-284
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• 2012

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.

• 디지털융복합연구
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• 제12권4호
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• pp.357-366
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• 2014

이 연구는 노인요양병원 직원들의 직무만족도가 서비스 질에 미치는 영향을 파악하여 직원들의 직무만족도를 높이고 서비스 질을 향상 할 수 있는 방법을 모색하고자 시행하였다. 이를 위하여 부산광역시 지역 10개 요양병원 종사자 300명을 대상으로 2013년 4월 2일부터 5월 22일까지 설문조사를 실시하였으며, 총 276부를 최종 연구에 활용하였다. 조사결과로는 첫째, 업무만족도, 보수만족도, 동료만족도가 직무만족도에 영향을 미치는 것으로 분석되었으며, 둘째, 업무만족과 동료만족은 서비스 질에 영향을 미치는 것으로 분석되었으나, 보수만족은 영향이 없었다. 셋째, 직무만족은 서비스 질에 영향을 미치는 것으로 분석되었다. 따라서 직원들의 직무만족도가 높아야 환자들에 대한 서비스 질이 높아지고, 또한 직무만족도를 높이기 위해서는 업무량의 감소, 적절한 보상체계, 동료 간의 화합을 다질 수 있는 기회를 제공함으로써 서비스의 질을 높일 수 있다고 할 수 있다.

• 한국조리학회지
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• 제21권3호
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• pp.13-28
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• 2015

본 연구는 외식기업 종사원 개개인의 임파워먼트가 서비스품질에 미치는 영향과 직무만족에 따른 서비스품질에 미치는 영향관계를 분석하고자 하였다. 선행연구들을 바탕으로 독립변수는 임파워먼트(결정권, 의미성, 존중성, 역량성)를 설정하고, 종속변수는 직무만족과 서비스품질로 설정하였다. 연구를 통해 얻은 결과는 다음과 같다. 첫째, "외식기업 종사자들의 임파워먼트는 직무만족에 정(+)의 영향을 미칠 것이다"의 가설 1의 검정결과를 살펴보면 결정권(b=.269), 의미성(b=.227)은 통계적으로 유의하여 직무만족에 영향을 미치는 것으로 나타났으나, 존중성(b=.905)과 역랑성(b=.060)은 영향을 미치지 않는 것으로 나타났다. "외식기업 종사자들의 임파워먼트는 서비스품질에 정(+)의 영향을 미칠 것이다"의 가설 1의 검정결과를 살펴보면 결정권(b=.257), 의미성(b=.221), 존중성(b=.214) 순으로 나타났으며, 역량성(b=-.172)은 기각이 되었다. 외식기업 종사자들의 직무만족은 서비스품질에 정(+)의 영향을 미칠 것이다"의 가설 검정결과 직무만족은 고객의 서비스품질에 대하여 긍정적인 영향을 미친다고 하였다.

• 한국생활과학회지
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• 제23권5호
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• pp.773-787
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• 2014

The purposes of this study were to examine effects which work events and affective reaction were experienced by employees on job satisfaction and service quality in local healthy family support center for family health enhancement. For the purpose, survey were conducted with employees working in 56 local healthy family support centers in Seoul and Gyeonggi region, and final data were resulted from analysis of 319 examines of those employees. The results of this study were as follows. First, work events had a significant effect on the affective reaction. Second, affective reaction had a significant effect on the job satisfaction. Third, job satisfaction had a significant effect on the service quality. Fourth, affective reaction worked as mediators between the work events and job satisfaction, affective reaction and job satisfaction worked as double mediators between work events and service quality. Based on those findings, we can propose practical and political implications towards improving service quality considering the work experience of personnel in the healthy family support center.

• 한국식품조리과학회지
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• 제19권2호
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• pp.155-164
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• 2003

The purpose of this study was to examine, in a service context, construct validity and generalizability of widely used and accepted measures of perceived organizational support, job satisfaction, organizational commitment, and service duality, and to test each measures' predictive utility in this context with path analysis. Of 350 subjects, 309 subjects participated in the analysis. Descriptive statistics (frequencies), exploratory factor analysis, reliability analysis, zero-order partial correlation analysis, and confirmatory factor analysis were used for this study. The findings from this study are as follows. First, perceived organizational support significantly influenced job satisfaction, organizational commitment. and service quality. Second, Job satisfaction had a directional impact upon organizational commitment and service quality. Third, organizational commitment showed to have a predictive impart on service quality. Finally, the results of the study provide some insight into the types of internal marketing strategies that can be applied successfully by operators of hotel F & B departments.