• Culinary science and hospitality research
• /
• v.13 no.1 s.32
• /
• pp.62-74
• /
• 2007

This study is a practical analysis about customers who use menu in Japanese restaurants. The aim of this thesis is to research what the choice factors of the menu are and how they affect customers' satisfaction and reordering. This research also provides basic information and suggestions on the strategies of customers' satisfaction and differentiation. Research was conducted concerning customers who use travelers' hotels in Gwang-ju and Jeon-nam and they were asked to answer the questionnaire from August 20th to 30th. The 250 questionary forms were distributed and 238 pieces were returned. The result of analysis was that 17 variables were out of total 31 variables and they were also divided into 5 factors: food itself, extrinsic factor of food, events, atmosphere and locality of food. It was found that customers were greatly affected by the atmosphere of a restaurant, the mood of the day, social position, and the appropriateness of serving guests choosing a restaurant. And the main factors of reordering were the names of dishes, the explanations for the dishes, and their visual aspects, all of which were extrinsic factors.

• Culinary science and hospitality research
• /
• v.15 no.3
• /
• pp.344-355
• /
• 2009

This study is to set up a hypothesis and a research model based on how much the relational benefits can affect customer satisfaction and long-term relationship with the theoretical and practical results of established precedent researches, to analyze the structural equation model on casual dining restaurant diners, to evaluate the research model and subsequently to provide marketing implications. First of all, social and psychological factors prove to be influential among relational benefits felt by diners-out. Secondly, customer satisfaction has influence on long-term commitment for a restaurant. In other words, the higher customer satisfaction level for a restaurant is, the stronger willingness a customer has to recommend or revisit the restaurant, as several precedent studies support. As demonstrated in indirect advantages, these social and psychological benefits felt by diners-out have mighty effects on long-term relationship orientation, and satisfaction levels prove to be an important medium which can make these influences. As a result, restaurant employees' attitude toward customers is the most important factor rather than economic benefits such as reduced price, free gifts and coupons are, since customers put social and psychological benefits forward like intimate terms with restaurant workers, a sense of stability, and a relief from uneasiness. Therefore, constant service education should be done from the start to cope with customers' demands fast and flexibly and increase customer satisfaction.

• Culinary science and hospitality research
• /
• v.15 no.3
• /
• pp.294-306
• /
• 2009

Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.

• Culinary science and hospitality research
• /
• v.22 no.8
• /
• pp.78-88
• /
• 2016

This study conducted to find influences of selection attributes on consumer satisfaction as perceived by low-cost restaurant visiter by considering personal value. Developed survey was distributed and 428 sample who visited the low-cost franchise restaurant were employed the statistical analyze. The internal value and the external value included individual value in order to estimate the influence of the choice factor of the low-cost franchise restaurant on the quality of the product, and the choice factors were consisted of 3 variables that are quality, accessibility and service. Regression analysis was conducted to verify the relationships among the variables. As a result, the internal value (${\beta}=.236$, p<.0.01), and external value (${\beta}=.352$, p<.001) have the significant positive relationships with respect to quality. Second, the external value (${\beta}=.305$, p<.001) has the positive relationship with regard to accessibility, but the internal value has no significant relationships with level of accessibility. Third, the internal value (${\beta}=.828$, p<.001) has the significant positive relationship with regard to service, but there was no significant influences between external value and service in this study. Fourth, the internal value (${\beta}=.472$, p<.001), the external value (${\beta}=.479$, p<.001) were critical antecedents of the quality. Last, while quality (${\beta}=.858$, p<.001) has significant positive relationship with satisfaction, but it didn't show any relationships with accessibility and service.

• Culinary science and hospitality research
• /
• v.20 no.5
• /
• pp.93-100
• /
• 2014

This study performed to identify the relationships among experiential value, brand image, satisfaction and customer loyalty in context of full-service restaurant, and to find the moderating effect of gender on the formulated model. SPSS 18.0 and AMOS 18.0 were employed to conduct frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, and multigroup analysis to examine moderating effect. Results confirmed the validity and reliability and found significant relationships among the constructs. First, two factors of experiential value (e.g., aesthetic and economic value) have positive influence on brand image, satisfaction, and brand image was significant predictor of customer satisfaction. Second, satisfaction was significant antecedent of attitudinal loyalty and the attitudinal loyalty has influence on behavioral loyalty. In addition, current study identified moderating effect of gender between playfulness and brand image even though there was on significant relationship between both constructs. These results will be meaningful for developing marketing strategies and successful business especially for full-service restaurants.

• Culinary science and hospitality research
• /
• v.14 no.1
• /
• pp.134-143
• /
• 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
• /
• v.7 no.2
• /
• pp.1-24
• /
• 2001

A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.

• Journal of the Korean Society of Food Culture
• /
• v.24 no.6
• /
• pp.702-710
• /
• 2009

The purpose of this study was to identify the competing values leadership of restaurant general managers and to investigate the impact of their competing values leadership on employee job satisfaction and turnover intention. A sample of full-time restaurant employees (n=360, 36% response) completed an e-mail survey. The results showed that among the eight sub-dimensions of competing values leadership roles, the monitor (4.04), producer (4.01), and director (3.99) roles were perceived as the most frequently used leadership styles of managers compared to broker (3.78), innovator (3.83), and mentor (3.91) roles (p <0.001). Additional T-test results suggested that an employees' gender had an influence on how he/she perceived the leadership style of their manager. Male employees were more likely to perceive that the director and mentor roles (4.19) were performed very well by their managers, while female employees perceived that their managers concentrated more on monitor (3.98) and producer (3.96) roles rather than on broker (3.73) and innovator (3.79) roles (p<0.05). It was found that manager competing values leadership had a significant correlation with employee job satisfaction, and the mentor, coordinator, and innovator manager roles explained the relationship with 42.1% based on multiple regression analysis (p<0.001). In further findings, the manager competing values leadership roles had an effect on employee turnover intention. The results of the data were as follows: mentor and facilitator roles promoted a decrease in employee turnover intention and the director role caused employee turnover intention to increase. Ultimately, this study will be useful for restaurant managers to guide the application of appropriate competing values leadership roles in order to strengthen employee job satisfaction and to reduce turnover intention.

• Journal of the Korean Society of Food Culture
• /
• v.22 no.5
• /
• pp.575-581
• /
• 2007

The purpose of this study was to investigate the influence of additional marketing mix on overall satisfaction of customers at family restaurants in Seoul and Kyongki-province. In this research frequency analysis, reliability analysis, factor analysis, multiple-regression analysis were employed to analyze the data. Additional marketing mix were divided into 3 factors. Employee(${\beta}=0.352$, t(p)=7.221(0.000) had the most positive impact on overall satisfaction. And physical evidence(0.160, t(p)=3.271(0.001) and process(${\beta}=0.114$, t(p)=2.338(0.020) influenced positively(+) in order. As a result, all factors of additional marketing mix influenced significantly overall satisfaction of customers. These additional marketing mix are regarded as effective marketing tactic to reduce intangibility of food-service business. Therefore restaurant company needs to manage additional marketing mix sufficiently to maintain of customers' satisfaction at family restaurants.

• Journal of the Korean Society of Food Culture
• /
• v.27 no.3
• /
• pp.261-273
• /
• 2012

To find an efficient solution for the globalization of Korean food in Brazil, we conducted a survey about the satisfaction of Brazilian natives who had visited a Korean restaurant, and possible suggestions for improvement. We also conducted indepth interviews with 13 owners of Korean restaurants in Seo Paulo, Brazil, about their plans to improve Korean food to be more appealing to the Brazilian palate. Our research shows that Korean restaurants had a below average reputation for employee kindness, menu taste and variety, interior, mood, and accessibility. As a result of the survey, we found that Korean restaurants were considered in general to be below average. The survey also showed that the higher the level of a person's economic standing, the less satisfaction they had with Korean food restaurants. We also found that the most common pieces of advice that Brazilian women had regarding Korean restaurants were to offer more variety in the menu, maintain a cleaner restaurant, and to actively engage in public relations. The general concerns of everyone surveyed focused on cleanliness and public relations of the restaurant. However, food-related people focused more on the taste and quality of the food. Sao Paulo is currently the most well-developed economic center in South America, so the world's food service industry is pushed to the front of its ongoing development. For Korean food to make inroads into Brazil, Korean restaurants need to change the niche that they occupy. First-generation family businesses and second-generation specialized family businesses coexist in that city. So first of all, to localize the Korean food for Brazilian tastes, a menu system that will easily allow natives to access Korean food must be established. And second of all, it must support the total food culture by improving distribution, sanitation management, and marketing methods that can get the natives to like Korean food ingredients.