• The Korean Journal of Franchise Management
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• v.9 no.3
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• Culinary science and hospitality research
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• v.14 no.4
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• pp.306-316
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• 2008

The purpose of this study is to identify how and job satisfaction and job training affect service quality and to offer strategic tools for enhancing competitiveness of the food service business industry. To fulfill this purpose, this study utilized a factor analysis, frequence test, a reliability analysis and a covariance structure analysis. The results of the analyses show that one dimension such as "job training" influenced service quality. This means that restaurants should put more focus on job training to improve service quality for customers.

• Culinary science and hospitality research
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• v.10 no.4
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• pp.201-214
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• 2004

The brand image had an effect on customer loyalty degree "Traditional characteristic", "Reliability", "Future events sliced raw fish directivity". With it appears, causing the effect which is powerful in customer loyalty degree "Traditional characteristic or reputation of restaurant", "Reliability of advertisement". The brand image had an effect on customer satisfaction "Reliability", "Customer directivity", "Traditional characteristic". With appears and with it is referred from above together "Traditional characteristic of restaurant" or "Reliability of advertisement public information", "Policy of the restaurant management customer first of all poem".

• The Korean Journal of Franchise Management
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• v.9 no.4
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• pp.7-19
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• 2018

Purpose - Recently, global management in Korea franchise industry is becoming an important keyword. As an important branch market, Chinese market plays a major role not only by making experience of the competitiveness among global brands which offers a foothold to become a top global brand, but also by actualizing an economies of scale in production, sales, etc. Therefore, it is necessary to identify key successful factor influencing customer evaluation and responses of Korean franchise restaurant targeting Chinese consumers in China context. The purpose of this study is to examine the effects for Korean franchise restaurant selection attributes on perceived value, customer satisfaction and customer loyalty in Chinese context with SmartPLS 3 and Artifical Neural Network(ANN). Research design, data, and methodology - For these purposes, the authors developed several hypotheses. A questionnaire survey was conducted on the panel of online survey companies for Chinese consumers who have visited Korean franchise restaurants. A total of 404 data were analyzed using structural equation modeling(SEM) and artifical neural network(ANN) with SPSS 22.0 and SmartPLS 3.0. Result - The findings of this study are as follows: First, the alternative model findings show that facilities & atmosphere, employee service, and menu influenced on utilitarian value, customer satisfaction, and customer loyalty directly. Second, employee service influenced on customer satisfaction. Third, menu influenced on hedonic value. Fourth, brand reputation influenced on utilitarian value. Fifth, hedonic value increase customer satisfaction and customer loyalty. Sixth, hedonic value increase customer loyalty. Seventh, customer increase customer loyalty. And, the ANN analysis shows that utilitarian value is the first most important factor influencing customer satisfaction, followed by hedonic value, facilities & atmosphere, menu and employee service. However, the ANN analysis shows that customer satisfaction is the first most important factor influencing customer loyalty, followed by utilitarian value, hedonic value, brand reputation, menu, and employee service. Conclusions - This study provides practical implications for enhancing customer satisfaction and customer loyalty by applying the ANN technique that complements the limitations of the linear structural relationship analysis using the proposed model and the alternative model. In other words, the SEM-ANN model provides guidelines on how Korean franchise restaurants should formulate facilities & atmosphere, employee service, and menu mix strategies in China. In addition, ANN 's analysis shows that restaurant brand reputation plays a pivotal role in increasing customer loyalty. The fact suggests that Korean franchise companies should establish their domestic brand reputation prior to their entry into overseas markets such as China.

• Culinary science and hospitality research
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• v.18 no.3
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• pp.121-136
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• 2012

The purpose of this study is to examine the structural relationships among restaurant service quality, customer value, customer satisfaction, and loyalty. Also, in the structural relationships, it intends to examine the mediating influence of customer value. In order to achieve the purpose of this study, consumers in their 20s and 30s who had the experience visiting to Korean style restaurants, fast food restaurants, pizza restaurants, and family restaurants in Daegu were surveyed through quota sampling. The survey was conducted for a month from May 20 to June 20, 2011, and total 459 copies of questionnaire were used for final analysis using IBM SPSS 19.0 and IBM AMOS 19.0. Analysis result showed that the restaurant service quality such as encounter service and food quality had a significant effect on customer value, customer satisfaction, and customer value on customer satisfaction and loyalty. In addition, it was found that the mediating role of customer value was significant in the influence of service encounter and food quality on customer satisfaction and loyalty.

• Korean journal of food and cookery science
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• v.22 no.3 s.93
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• pp.259-269
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• 2006

The purposes of this study were to measure the correlation between leadership style and job satisfaction in family restaurants, and to compare the effectiveness of two different styles of leadership: transformational and transactional. The questionnaire used in this study was designed to measure all variables in the research model, and was made two kinds for employees and for managers. It was distributed to 550 employees and 12 managers in 16 stores of 4 family restaurants, from September 10 to October 7, 2004. A total of 303 usable employees' questionnaires were received, giving a 55.0% response rate, and all of managers responded. Statistical data analysis was completed using SPSS Win(11.0) for the following analyses: descriptive, reliability, factor, ANOVA, correlation and cluster. The results were as follows. First, the most influential leader was the senior staff in most of the hierarchies that were studied. Second, transformational leadership had a positive correlation with job satisfaction for family restaurant employees, while transactional leadership had a negative correlation. Third, using cluster analysis, four leadership groups were identified: transformational(44%), transactional(29%), a combination of both styles(4%), and unidentifiable style(23%). Fourth the transformational leadership group produced e highest rates job satisfaction for family restaurant employees. The transactional leadership group produced the lowest job satisfaction. According to the results, the most reasonable leadership style in family restaurants is transformational leadership.

• Korean journal of food and cookery science
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• v.21 no.6 s.90
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• pp.867-876
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• 2005

The purposes of this study were, 1) to investigate the causal relationship between customer's life-style and motivation of eating-out, and 2) to research the causal nexus between motivation of eating-out and satisfaction of attributes to choose the restaurant. Reliability analysis, factor analysis, and Structure Equation Model(SEM) were adapted by Windows SPSS 10.0 and Amos 4.0. Life-style was divided into 7 factors and eating-out motivation into 5. Life-style influenced significantly each motivation of eating-out. It had positive influence on 'Reception and congratulation', 'Change of dietary life', 'Economic saving', "'Preference motivation', and 'Advertisement and companion's need', but negative influence on 'Reception and congratulation', 'Change of dietary life', and 'Preference motivation'. Customer's motivation of eating-out also influenced significantly the attributes. Factorl 'Reception and congratulation' had positive influence on all attributes except for 'Transportation convenience and distance to the shop'. Factor 2 'Change of dietary life' had negative influence on 'Food's taste, quantity, price', 'Sanitation and cleanness', and 'Staff's service quality' Factor 3 "Economic saving' had positive influence on 'Food's taste, quantity, price' and 'Transportation convenience and distance to the shop'. factors 'Advertisement and companion's need' had positive influence on 'Atmosphere of restaurant' and negative influence on 'Food's taste, quantity, price'.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.127-136
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• 2007

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

• Culinary science and hospitality research
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• v.10 no.3
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• pp.97-118
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• 2004

As the economy grows rapidly and the national income level increases, the service industry has become more important and its size gets larger. Especially, the food industry undertakes a continuing growth of consumer expenditures through no nationalization of food, consumers varying patterns of eating out, and individualization. However, it includes many problems with improving service quality towards customers owing to the absence of systems and philosophy to realize customer satisfaction management Therefore, this study conducted a study with Korean traditional restaurant customers to measure their perceived service quality, to verify what factors most influence consumer satisfaction, and to suggest ways to meet the costumer needs by integrating the study results and developing high service quality. To sum up the results of this study, Korean traditional restaurant visitors evaluated three dimensions of service quality overall favorably. Interestingly, background music received a lower level of satisfaction. This implies that the Korean traditional restaurant managers do not do a fine performance in managing music as an ambient element to evoke the atmosphere of the restaurant. Customers showed a lower satisfaction with menu price among the factors measuring product quality. As a result of this study, several suggestions have been made as follows: First, it is necessary for the Korean traditional restaurants to provide systematic employee training to instigate a service culture of customer focus. Secondly, it is important to develop traditional foods using ingredients produced in the region based on a literature review of food in Gyeongju, Silla. Thirdly, it is an urgent task to develop regional menus to revitalize the restaurant business. Fourthly, it is important to provide safety food through systematic sanitary administration. Lastly, it is necessary to limit the number of menu items and attempt specialization of them. Such an attempt with specialized menu items will help their food taste and quality improve and thereby reduce inventory burdens. However, this study has a few limitations. Since this study conducted a survey of the restaurants which provides only Korean traditional food in Gyeongju, not all the restaurants in it, there is a limitation in measuring customer satisfaction with service quality. Therefore, the study results cannot be generalized to all the restaurants in Gyeongju and the nation. Finally, this study suggests that studies on the relationships between customer satisfaction and menu price and customer value system or further customer satisfaction studies with Korean traditional restaurants should be continued.

• Culinary science and hospitality research
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• v.22 no.8
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• pp.17-26
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• 2016

This study conducted to identify the influence of consume propensity on the visiting satisfaction among 253 people who visited the themed restaurants across the country within two months from the date of January 7, 2016. The result of this study are as following: Sociality, impulsivity, and planning are used for estimating the propensity to consume, and sociality (${\beta}=.551$, p<.001), impulsivity (${\beta}=.094$, p<.05), and planning (${\beta}=.328$, p<.001) had the significant positive (+) influence on satisfaction. Second, the choice of the themed restaurant had the significant positive (+) influence on the all variables of consume propensity in the first stage model that the propensity to consume of consumers was considered as an independent variable. In the second stage input model, the choice of restaurant (${\beta}=0.228$, p<.01) had the significant positive influence. That is, the choice of restaurants generally elevated the satisfaction of visiting the themed restaurants. In the third stage that the interaction between the propensity to consume of consumers was considered as an independent variable. The results show there was the significant positive (+) regulation effect with sociality (${\beta}=.108$, p<.05) and planning (${\beta}=.167$, p<.05), but there was no influence with impulsivity.