• Culinary science and hospitality research
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• v.8 no.2
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• pp.37-58
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• 2002

Up to these days, hotels are assumed to compete each other. Due to the spread of high quality the hotel restaurants have begun to face an intensive competition. Hotel food at Beverage have become the more competitive along with fund, good price, service, quality food, and management know-how. It causes the hotel restaurants confront with management difficulties. In order to overcome the management difficulties, hotel restaurants have to improve their marketing abilities and especially to improve their service quality. For this, it is necessary fur hotel restaurants to investigate how their service providers and receivers recognize their service quality. In this research, we examined the cognitive three types of cognitive gaps among customers, service providers, and managers both on the service quality and on the positioning of hotel restaurants. Their cognitive gaps proved negatively correlated with hotel's performance. This research suggests the following findings. Firstly, the competitiveness of hotel restaurant depends on the accurate communication and consensus among managers, service providers, and customers. Secondly, using the information about cognitive gaps recognized, each hotel restaurant should develop concrete marketing plans and strategies with a careful consideration about its current competitive position and management condition.

• Proceedings of the Korea Hospitality Industry Research Society Conference
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• 2002.11a
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• pp.99-111
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• 2002

The purpose of this study was conducted to provide the useful information to get the best location when developing new stores in restaurant business. The results of this study show that the international airport's store provides better service quality in most service quality factors than other locations' stores. However, the three city stores perform better service quality in the store's atmosphere than the airport's store. These results means that these stores' customers who are younger than the airport's customers consider the shop's atmosphere more important than other service quality factors.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.12
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• pp.512-520
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• 2017

The purpose of this study is to investigate the relationship between service quality, service value, customer satisfaction and destination association. Based on previous studies, hypotheses and research models were derived and surveyed. The analysis was conducted using 406 valid questionnaires. The study results are as follows. The physical environment and the food quality of the tourist restaurant service quality affected service value. Employee service and food quality affected satisfaction. Service value affected satisfaction. The value of service affected the association of sightseeing destination. Nevertheless satisfaction did not affect the association of sightseeing spots. Based on these study results, the following implications are suggested. Restaurant management should prioritize food quality control. Local governments need support the improvement of the physical environment. A local menu that is reminiscent of tourist attractions should be developed.

• Journal of the Korean Society of Food Culture
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• v.22 no.3
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• pp.303-308
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• 2007

The purpose of this study was to measure the mediating effects of sacrifice, value and satisfaction on the relationship between restaurant service quality and loyalty. A total of 273 questionnaires were completed. Structural equation model was used to measure the causal effects of service quality, perceived sacrifice, value, satisfaction and loyalty. Results of the study demonstrated that the structural analysis result for the data also indicated excellent model fit. The influences of service quality and perceived sacrifice on value were statistically significant. The influences of service quality and value on satisfaction were statistically significant. The influences of value and satisfaction on loyalty were statistically significant. As expected, the service quality had a significant effect on loyalty. The results indicated that the effect of service quality on loyally was mediated by value. Moreover, the effect of service quality on loyalty w3s mediated by satisfaction.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.39-60
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• 2006

This study can realize customer satisfaction by planning in the advance and progresses event to business relation employee and event host and event participation customer of banquet event and mutually between in preparation checking process understand and I wished to explain that revisit is high. Specially, customer discovered that they are more satisfied to enfilade circle when banquet event preparation, progress recognized higher quality of service by plan. Furthermore, was expose that customer satisfaction for enfilade won improves relation quality because constructs trust about enfilade circle and banquet event, and customer loyalty degree to banquet hall. These study finding is presenting suggestion point of inside marketing that can affect to Saengjone of tissue because enfilade circle satisfaction can influence in customer possession in view of plan checking for enfilade won. Therefore, studied relation that exert effect that customers who use banquet event in this study are some in contents and customer satisfaction of plan, customer revisit that is late.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.99-122
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• 2004

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.1
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• pp.57-80
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• 2004

Resort Hotel Rate System was first introduced as an official guideline after Tourism Promotion Act, which enables the secretary of transportation to rate resort hotel by its facility and accommodation, was enacted on January 18, 1971. And the system was modified time to time to what we currently have after numerous revisions. However, the system has made a slow progress compare to the other countries system and have shown many potential problems that need to be improved. There is a problem that it is not even clear whether the act is as effective to apply it to rate any resort hotel in reality. The hotel rate system was first introduced in 1970's and changed ever since, and it also changed the private organizations to audit the decision. However, unlike the hotels in other countries, our hotel rating system is not focus on the customer's service and informations. It focus on the hotel's quality so that cause the problem whether the hotel is for customer or not In other different countries, they have some specific standard for evaluation of customer service based on customers' reference or needs. However, there is no evaluation part concerning on customer service in Korea. Also, even the hotel rating system is not based on the hotel waitress or waiter's service part. It means the system is almost focus on the hotel's qualities. Therefore, customer who needs hotel service, can not trust whether they can choose the hotels which gives the right informations and good quality services. Although hotel's physical layout is important, the service part is also important for evaluating the hotel entirely. There are a lot of things to develop and to be changed in order to develop tourism industry in the process of decision about Hotel's level in Korea Thus, this research will summarize some problems which are revised through the former research of hotel's level. And it will compare the system of hotel's level between Korea and developed countries in hotel industry Additionally, I will show current tourism industry in Korea. Finally, I suggest the improvement proposal for the level system of hotel in Korea and process of this system in the future.

• Journal of the Korean Society of Food Culture
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• v.19 no.5
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• pp.573-586
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• 2004

This study aims at providing useful information to establish subdivided marketing direction by deriving factors of significant extent and practicable extent of buffet users toward menu quality among super deluxe hotels in Gyeongju, and furthermore aims at presenting implications for efficient management result and sales increase of buffet in the future. The result of positive analysis is as follows. Firstly, in result of analyzing difference between importance and performance of hotel buffet in Gyungju area, importance is much higher than performance. Secondly, respondents consider that the most important menu of hotel buffet is main dish such as hot food and instant food rather than menu such as beverage, soup and salad. When it comes to attribute of menu quality, it appeared that respondents put highly significant extent on sanitariness of food, freshness of food, flavor of food, and seasonality and variety of menu. Thirdly, oriental instant food is included in the second quadrant of IPA regarding buffet menu which should be intensively managed. And three attributes such as temperature of food, time of changing food, and creativity of menu are included in the second quadrant of IPA graph by attribute of hotel buffet's menu quality. Lastly, in IPA graph by hotel, the following menus of each hotel need to be intensively managed: Oriental instant food of A hotel, Western cold food of B hotel, Oriental instant food, Western instant food, and Oriental dessert of C hotel, and Western porridge soup, Oriental instant food, and Western instant food of E hotel. The aforementioned menus should be improved.

• Management & Information Systems Review
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• v.26
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• pp.205-230
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• 2008

The purpose of this study is to research the recognition of hotel customers when the outside special restaurants opens at hotel instead of restaurant owned by hotel in Seoul City. The major factors are showed up factor analysis as specialty and reliability of hotel and outside restaurant image. They are consisted of 5 categorizes and the results of this study are as follows; First, it is proved that the expectation of customers after opening restaurant will be increased in terms of the lower price and more variety of food & beverage products. Also, the food & beverage will be increased. However, the quality and specialty of products will not be improved as much as customers expected. Considering that the results, hotel guests expect the effect of opening restaurant at hotel for variety products and service. So, Hotel management should understand the changing attitude of customer' needs and expectation.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.1-22
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• 2004

This study was intended to analysis about quantity and quality aspects of speciality coffee industry in korea. All date was analysed by statistics package program spss 10.0. All market of coffee In korea, the market share of speciailty coffee have been maintained about 10 percent since it was analysed statically about coffee market in korea. The rest market is soluble coffee market. But by comparison with developed country case, korea's coffee market is being unbalanced between soluble coffee and speciality coffee market. This study was analyze actual consumer's consulnption styles of the speciality coffee as well as its industry. According to the qualitative analysis results from peter's model was analysed that made a high growth potentiality and profitability in the future. According to the quantitative analysis results, sampling unit's 87.6 percent made a recognize about the speciality coffee. Sensory evaluation results was researched that factors impacted on the overall speciality coffee quality was shown a significant diffrrence on the two dimension such as the body factor, acidity factor. This study has limit which can not represent overall recognition because of analysis based on limited data. It is thought that steady study should be continued hereafter through more systematic and reliable study method.