• The Korean Journal of Franchise Management
• /
• v.10 no.2
• /
• pp.59-70
• /
• 2019

Purpose - Every company studies how to attract and retain new customers to increase competitiveness and profitability. Companies establish strategies to attract customers, secure competitive advantage and generate revenue. Businesses are looking for newer and better ways to differentiate themselves in the marketplace. One of the requirements for service differentiation is to make it a prerequisite for an engaging customer experience. Customer experience can be attained through service experience. Satisfaction determine whether to reuse the food service franchise. The purpose of this study is to investigate the effect of customer experience on the satisfaction and revisit intention of food service franchise. In this study, customer experience consists of three attributes such as service environment, food quality, and price fairness. Also, this study is to identify the importance of three service experience attributes of customer satisfaction and revisit intention using ANN (artificial neural network) analysis. Research design, data, methodology - The survey was conducted on customers who have visited franchise restaurants in one month in order to examine how service environment, food quality, and price fairness have been influenced customer satisfaction and revisit intention through online survey company (SM culture & contents). A total of 300 representative surveys were collected. Of those collected surveys, 26 were not used due to missing information, resulting in 274 as the final sample size. The sample size was more than 10 times more than the number of variables used in the structural model analysis. Results - The findings of this study are as follows: Service environment and price fairness have a significant effect on satisfaction. However, food quality did not have a significant effect on satisfaction. Finally, it was found that satisfaction had a significant effect on revisit intention. Meanwhile, according to the results of ANN analysis, satisfaction as a dependent variable was found to be the most important in male price fairness and service environment in female. Also, when the revisit intention is used as a dependent variable, both male and female price fairness are important. Also, when the intention to revisit is used as a dependent variable, both male and female price processes are important. Conclusions - First, a restaurant franchise enterprise needs to manage customer service experience. Customers should strive to eat and enjoy at a dining franchise store. Second, it is necessary to design a food service franchise shop as a customer-oriented service environment. Franchise companies need to improve the environment so that customers can use the store conveniently. Third, the restaurant franchise menu price needs to be cheaper than the alternative menu. The restaurant franchise menu needs to be constructed with a popular menu that can be used continuously by the customer, so that it can be set at a reasonable price.

• The Korean Journal of Food And Nutrition
• /
• v.27 no.6
• /
• pp.1182-1192
• /
• 2014

The object of this study was to employ effective marketing methods using SNS by determining how food-related SNS usage characteristics have influence on dine-out motivation and restaurant satisfaction and how this affects people's quality of lie. Survey respondents were men and women who have had used some kinds of food-related SNS. The survey included general characteristics of respondents, food-related SNS usage characteristics, dine-out motivation, restaurant satisfaction, and food-related quality of life. Food-related SNS usage characteristics were divided into convenience, effective time-spending, and informative; Dine-out motivation was sorted into entertainment motivation and social motivation by factor analysis. Analysis of the connections between the variables by AMOS showed that among food-related SNS usage characteristics, convenience did not have a significant influence on either entertainment or social motivation. Informative had a positive effect on entertainment motivation (p<0.05), but not on social motivation. On the other hand, effective time-spending through food-related SNS had an impact on both entertainment (p<0.001) and social (p<0.05) motivation. Moreover, the effect of dine-out motivation on restaurant satisfaction showed that entertainment motivation (p<0.05) and social motivation (p<0.01) both have significant influences on restaurant satisfaction. Also, restaurant satisfaction turned out to affect quality of life (p<0.05). As a result of this study, the usage of food-related SNS did not directly influence customers' restaurant satisfaction and quality of life; (p<0.05). As a result of this study, the usage of food-related SNS did not directly influence customers' restaurant satisfaction and quality of life; however, it had an impact on dine-out motivation and gain pleasure of dining out and help improve the quality of life in the long run; thus, it is believed that marketing strategies thorough SNS by restaurant industry are required.

• Korean Journal of Community Nutrition
• /
• v.18 no.5
• /
• pp.491-504
• /
• 2013

The purposes of this study were to analyze the quality attributes, quality factors and customer satisfaction in school foodservice and to provide suggestions for improving school foodservice environments. The survey was distributed to different respondents (5,771 students, 2,045 parents, and 1,981 faculty members) at different types of schools (elementary school, middle school, and high school) on September 2010 in 16 cities and provinces. The data were analyzed using SPSS for descriptive analysis, one-way ANOVA, t-test and multiple linear regression analysis. First, all foodservice quality attributes were significant different by respondents and the faculty had higher scores than parents and students. A comparison of scores by respondents and distribution place demonstrated that classroom of student and parents had a higher score for quality attributes. The overall satisfaction with school foodservice was significant different by respondents and higher for classroom than for dining hall for student and parents. In comparison of annual data, there was decreased overall satisfaction and quality attributes in student and parents. Second, in the regression results, which showed the effects of the foodservice quality attributes on overall satisfaction by respondents and distribution place, improvements of 'food taste', 'pleasant foodservice environment', and 'kindness of employee' would increase satisfaction in most of the respondents. Third, the overall satisfaction with school foodservice was higher for nutrition teachers than dietitians for students and faculty. Therefore, the operators will need to make different efforts based on each customer needs to improve the overall satisfaction on school foodservice.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.44 no.9
• /
• pp.1374-1387
• /
• 2015

The purpose of this paper was to investigate the operational status of youth facilities as well as the degree of students' satisfaction with menus served at youth facilities. The survey was conducted from July 9 to July 31, 2013 using questionnaires. The responses of 55 youth facilities and 249 students who had experienced foodservice at youth facilities were analyzed, utilizing the SPSS V20.0 program. The results on management status of youth facilities were as follows: 41.8% of youth facilities were operated for over 10 years, and 45.5% of facilities served meals for 100 to 200 students per day on average. Meal costs were 4,450 won on average, and food costs accounted for 46.8% of average meal costs. Exactly 78.2% of facilities preserved storage type meals at a temperature under -18 degrees Celsius for more than 144 hours, as the 'Food Sanitation Act' stated. Exactly 12.7% of facilities did not hire professional dietitians and had unsupervised foodservice management. Among 19 kitchen equipments surveyed in this research, Combi steamer was the least frequent at youth facilities. According to the results, most students (38.7%) ate leftovers since the food was not tasty. Overall foodservice satisfaction was on average 3.45 points, and the four factors 'dining room sanitation' (P<0.05), 'food taste' (P<0.01), 'serving various desserts' (P<0.01) and 'temperature of dining room' (P<0.05), significantly affected overall satisfaction. As food taste was critical for customer satisfaction, it is important for each dietitian to consider customers' preferences and develop recipes and menus. Further, detailed regulation and precise guidelines for youth facility foodservice are required to enhance students' foodservice satisfaction and serve nutritionally balanced menus in a hygienic manner.

• Culinary science and hospitality research
• /
• v.20 no.4
• /
• pp.296-309
• /
• 2014

This study aimed to identify the relationship between the control and purchasing methods of food items and the restaurant business performance. To achieve the purpose of this study, it reviewed the theoretical background about the control of food items, purchasing methods of those items and restaurant business performance. The result of this study was shown as follows. 1) Distribution method of food items has an effect on business performance. 2) Satisfaction with controlling food items and distribution method of food items have an effect on business performance. 3) Satisfaction with controlling food items and distribution method of food items have an effect on satisfaction with business performance.

• Journal of the Korean Society of Food Culture
• /
• v.30 no.4
• /
• pp.387-394
• /
• 2015

This study investigated the effect of cooking class on improvement of eating behaviors and satisfaction with cooking activities in children. The questionnaires developed for this study were distributed to 380 mothers during June to August, 2011. A total of 286 questionnaires were used for analysis (81.7%), and frequency analysis, ANOVA, and ${\chi}^2$-test were completed using SPSS (version 14.0) software. The children with cooking experience (52.7%) showed more improvement of eating habits than children with no cooking experience (36.4%). Both types of children showed an 'unbalanced diet' with respect to eating habits. The overall satisfaction level was an average of $3.84{\pm}0.62$. The effects after cooking activities varied for different aspects of improvement of eating habits: 'Correcting unbalanced diet' was $4.26{\pm}0.66$, 'nutrition knowledge' was $4.06{\pm}0.70$, 'dining etiquette' was $4.09{\pm}0.63$, and 'regular meals' was $4.15{\pm}0.73$. There was a significant difference between genders with regards to correcting unbalanced diet with vegetables (p<0.01). Ages from 10 to 12 were able to improve unbalanced diet with 'grains' (p<0.001), while 'Kimchi' (p<0.05) and 'paste' for ages from 10 to 12. In conclusion, cooking activities are regarded as effective in correcting unbalanced diet and eliciting positive changes in eating behavior.

• Journal of the Korea Institute of Building Construction
• /
• v.11 no.6
• /
• pp.609-617
• /
• 2011

For the past several decades, the residential housing market has been led by construction firms rather than consumers; in essence, it has been a suppliers' market. However, the market is experiencing a transition to a buyers' market, the implication of which is that there will be increased competition among the residential building suppliers. For this reason, it is necessary for construction firms to prepare new strategies to respond to the rapidly changing market environment. Furthermore, consumer satisfaction should be valued more highly than in the past, and should be a baseline in formulating construction product development strategy. For the pre-classified 13 apartment building segments, questionnaire surveys are conducted for the 50 CS (Customer Satisfaction) experts to evaluate their perceptions on the weighing of the quality of each apartment segment. Data obtained from a survey of experts was analyzed from an industry perspective utilizing the AHP technique. Analysis results indicate that the CS experts valued the kitchen & dining area more highly than all other segments. Specific analysis results and implications drawn from the study can be a valuable basis for marketing, product development, and quality management.

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

• The Journal of the Korea Contents Association
• /
• v.20 no.12
• /
• pp.471-481
• /
• 2020

This study aims to investigate the relationship between the factors of RMR product selection attributes, brand image, and satisfaction as the interest and frequency of use of RMR products of dining out consumers increase recently. Convenience sampling was used for consumers with experience in using RMR products launched in catering companies and restaurants. The investigation period was conducted for about 20 days from August 10, 2020. The final 291 copies were used for research analysis, and the SPSS 21.0 statistical package program was used for hypothesis verification. As a result of the analysis, the hygiene (��=.160), menu (��=.203), and packaging (��=.291) of Hypothesis 1 had a significant effect on reliability. Hypothesis 2's menu (��=.270), convenience (��=.201), and packaging (��=.195) were found to have a significant effect on differentiation. The reliability (��=.328) and differentiation (��=.443) of the brand image of Hypothesis 3 were found to have a significant effect on satisfaction (��=.428). Hygiene (��=.388), menu (��=.229), and convenience (��=.243) of Hypothesis 4 were analyzed to have a significant effect on satisfaction. Lastly, this study is expected to be provided as basic research data related to RMR products, and is intended to be presented as a theoretical basis for the use of marketing and direction in RMR product development of food service companies and restaurants.

• Journal of the East Asian Society of Dietary Life
• /
• v.14 no.2
• /
• pp.103-112
• /
• 2004

The purpose of this study was to investigate the effects of socioeconomic status on the eating-out satisfaction, eating-out expenditure, meal balance and dietary attitude of 251 married females in Youngnam Area. The monthly frequency of eating out with family was 2.5 visits with an expenditure of 116,000 won in this study. Korean food was the most frequently selected type of board for breakfast, lunch and dinner. The respondents satisfied with the taste of the food the most, whereas least satisfied with the sanitation. The average expenditure for eating-out was 62,000 won per visit with the average of 39,000 won in the lowest income group and 78,000 won in the highest one. Regarding the meal balance score, the overall score was 3.48 with the lowest score(2.98) being recorded for the dairy products and the highest score(3.95) for vegetables. As for the dietary attitude score, breakfast scored the highest(3.79) and consideration of balanced workload, exercise, rest and dining activities received the lowest score(2.57). Meal balance and attitude scores were not significantly different among the eating-out expenditure levels. The eating-out expenditure demonstrated a positive correlation with total food expenditures, household income, educational attainment and others. The low income group who had low meal balance scores and dietary attitude scores tended to spend proportionally more on eating-out. In conclusion, the studies revealed that the respondents favored the Korean food and did not satisfied with the sanitation most when eating-out. In terms of eating-out expenses, the group with the highest income and educational attainment spent the most on eating-out and food expenditures.