• Culinary science and hospitality research
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• v.13 no.4
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• pp.80-91
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• 2007

The purpose of the study is to investigate how customer reward programs that are provided strategically to develop customer favors are assessed by customers, if they affect customer loyalty and what effect using membership card(how many possess and use it) takes. The findings from the study can be summarized as follows. Firstly, customer loyalty showed high when shared value and convenient value are felt for preference and referring effect and when shared value and allied value were felt for revisit. Secondly, when the number of cards in possession was a lot, high customer loyalty existed. Thirdly, when the number of cards in use was a lot, the customer loyalty was high. The customer's awareness of values, e.g. economic, shared, use, convenience and allied values, put a very meaningful positive effect on loyalty, i.e. preference, referring effect and revisit. The more the number of food service provider's' membership cards in use and in possession was, the higher customer loyalty was. This implies that continued development of business partners and quality control are critical for various benefits and shared value of the customer reward pro-grams and service upgrade.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.43-57
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• 2020

Purpose: Along with the trend increasing dining-out and enjoying variety of menu, dessert café has been introduced as a new type of food service provider and grown up rapidly. We need to verify structural relationship that dessert café environment influences overall quality and brand image and loyalty. Research design, data, and methodology: This study seeks to understand how in-café environment influence overall quality, brand image and loyalty directly and indirectly based on SOR theory. We examine detail effect of in-café environment on overall quality and brand image and subsequently loyalty. Sample data were collected from 563 online survey panels and analyzed by using SmartPLS 3.2.9. Result: The results indicates that all sub-dimensions of in-café environment influences positively overall quality. While, menu and atmosphere make positive impact on brand image. price, food and beverage quality, employee service do not affect significantly brand image. Further, overall quality influences positively brand image and both overall quality and brand image affect positively loyalty. In addition, overall quality plays full mediator role in relationship among price, food and beverage quality, employee service and brand image. Conclusions: Dessert café should differentiate itself from competitors through physical and non-physical environments which are likely to influence overall quality. As overall quality mediates between environment and brand image and influences loyalty, dessert café is required to communicate strength of functional quality and service quality aggressively. Additionally, favorable brand image affecting loyalty is required to be dominated in advance as the market is likely to be segmented along with its growth.

• Journal of the Korean Society of Food Culture
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• v.36 no.4
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• pp.341-348
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• 2021

The purpose of this study was to analyze the operators' perception of the allowable price range and the optimal price of kindergarten meals by using the PSM (price sensitivity measurement) technique and provide basic data on calculating kindergarten meal costs reflecting realistic meals. From April to May 2021, 779 kindergartens in Seoul were surveyed, based on 246 (31.6%) of the respondents. According to the survey, kindergarteners spent 3,506 won for meals on average, followed by 3,822 won for kindergarten attached to elementary school, 3,316 won for public kindergartens, and 2,896 won for private kindergartens (p<0.001). The allowed price range for the kindergarten meal service workers was estimated at 3,447~3854 won, 3,447 won for PMC (Point of Marginal Cheapness), and 3,854 won for PME (Point of Marginal Expensiveness). The appropriate cost of the kindergarten meal service provider was 3,950 won for kindergartens attached to elementary school, 3,425 won for public kindergartens, and 3,546 won for private kindergartens.

• Korean journal of food and cookery science
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• v.26 no.3
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• pp.272-280
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• 2010

The purpose of this study was to understand the interrelationships between the customers' perception of verbal and nonverbal communication, customers' trust and satisfaction in the family restaurant. Based on a total of 310 samples that were obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2$=953.126(df=417), p<.001, CMIN/df 2.286, GFI .831, NFI .889, IFI .934, TLI .926, CFI .934. The results showed that employees' verbal communication ($\beta$=.264), paralanguage ($\beta$=.172) and physical appearance ($\beta$=.120) among the nonverbal communications had a significant positive effect on the customers' trust. In addition, the customers' trust ($\beta$=.644) had a significant positive effect on the customer satisfaction. Limitations and future research directions are also discussed.

• Journal of the Korean Dietetic Association
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• v.14 no.2
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• pp.114-126
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• 2008

The purpose of this study was to gauge customers' satisfaction with the hospital, university, factory, and office foodservices from a contracted provider. Importance-performance analysis (IPA) evaluations were conducted. Questionnaires were returned from 1,808 customers in 46 foodservice locations. The average total scores of the importance and performance of seventeen quality characteristics were 4.14 and 3.23, respectively, on 5-point scales. The average total score of gap (gap = performance - importance) was -0.92. Analysis of significant difference according to the type of foodservices revealed that, hospital foodservices had more items with significant high scores than those of other groups in the average total scores concerning importance (p<0.01) and performance (p<0.01). The average total scores of gap showed no significant difference. Significant differences were evident in the food and personal service dimensions, and the scores of hospital foodservices trended significantly higher than those of other groups. Importance-performance analysis (IPA) analyses for hospital foodservice implicate 'variety of menu', 'cleanness of dishes', and 'taste of food' as items requiring prompt attention and improvement.

• Korean Journal of Community Nutrition
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• v.4 no.3
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• pp.466-478
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• 1999

A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.

• Journal of the Korean Dietetic Association
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• v.12 no.2
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• pp.157-171
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• 2006

This study was intended to suggest HACCP-based standard recipe for bellflower roots, classified as no thermal cooking process, served in a university foodservice operation. The time-temperature and microbial contamination level in each cooking step were analyzed. The temperatures of bellflower root, peeled garlic and green onion at receiving were at 13.8$\pm$2.8, 12.6$\pm$2.9 and 13.7$\pm$$0.8^\circC$ respectively, which were above the temperature limit. The time consumed for pre-preparation was up to 90 min at room temperature having high microbial growth potential. The levels of total plate counts (TPC) of bellflower root and garlic were over the limit of $10^6$ CFU/g as were the numbers of coliforms in bellflower roots. There were no microbial reductions in pre-preparation and cooking, which resulted in over $10^5$- $10^6$ CFU/g of TPC at service step. Two CCPs identified were washing/sanitation at pre-preparation and service steps. The control measures were washing/sanitation and temperature control. It was verified that CCPs for no cooking process developed in preceding studies were applicable for the microbiological food safety of this menu item. The HACCP-based standard recipe was developed to produce a quantity for 100 servings by observing the critical limits established for CCPs. These results suggest that the selection of proper provider is imperative to control the microbial contamination of raw materials at purchasing step. Also, the sanitary education program should be developed for the employees to understand and comply the HACCP plan and standard recipe.

• Journal of Korean Society for Quality Management
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• v.52 no.1
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• pp.23-42
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• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.

• Journal of Nutrition and Health
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• v.38 no.3
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• pp.232-241
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• 2005

Today, the role of kindergarten is more important as nutrition provider through snack and meal services. Desirable kinds and amounts of food items at school lunch menu were important factors of nutrients intakes in children. This study was performed to assess the kindergarten's meal service program (snack and lunch) and the consumption amount of lunch according to each dishes. Twenty four institutions that cared over one hundred children were observed at Seoul and Kyunggido area. Well-trained observers checked meal and snack serving activity and foodservice facilities by formal checklist. And using the weighing method assessed the consumption levels of food items at lunch. During 3 days, 30 children in each kindergarten were selected randomly according to age, observers measured serving and residual weight of each food. The data was compiles by performing ANOVA-test using SPSS WIN 10.0. The result were as follows: 1) Foodservice facilities in kindergarten was limited to provide qualified foodservice. $91.7\%$ of institution had kitchen, $41.7\%$ had dinning. The kitchen equipment possession rate was $12.5\%$ (oven), $30.8\%$ (heating cabinet), $58.3\%$ (refrigerator). The rate of using document about foodservice was used $83.3\%$ (menu list), $41.7\%$ (daily foodservice record), $25\%$ (standard recipe). $41.7\%$ of institution employed licensed dietitian. Only $41.7\%$ of subjects preserved meal after daily meal service. 2) Meal serving size was decided by teacher, $54.5\%$ at snack and $43\%$ at lunch and pre-divided individual portion type was $36.4\%$ at snack and $28.6\%$ at lunch. The rate of cleaning activity before meal was $72.2\%$ at snack, $90.5\%$ at lunch. And nutrition or sanitation education activity was more performed at lunch time, for examples brushing teeth activity was $12.5\%$ at snack $85.7\%$ at lunch. 3) The consumption amounts of plain cooked rice was $112.7{\pm}26.1{\cal}g$, cooked rice and cereal was $93.06{\pm}27.97{\cal}g$, curry rice was $208.35{\pm}64.84{\cal}g$ and the consumption amounts of these main dishes was significantly different by age (p < 0.001). The consumption amounts of soup was very different according to children's preference. The consumption amounts of seaweed soup was $120.18{\pm}82.13{\cal}g$, wild sesame and bean-paste soup was $40.64{\pm}23.16{\cal}g$. The consumption range of kimchis was from $6{\cal}g\;to\;13{\cal}g$, jorim (braised food) was from $3{\cal}g\;to\;25{\cal}g$, fried food (include stir fried, deep fat fried, pan fried) was from $14.5{\cal}g\;to\;22{\cal}g$, vegetable dish was from $3{\cal}g\;to\;16{\cal}g$. These consumption amount of each dishes was not reached recommended portion size of nutritionally planning menu by nutritionist.

• The Journal of Information Systems
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• v.26 no.3
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• pp.295-312
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• 2017

Purpose Consumption behaviors of consumers have changed with the widespread use of the Internet and smart phones, and accordingly online marketing activities are becoming ever more prevalent. Yet, the domestic food-service industry has yet to offer an Omni-Channel order system that encompasses a online, offline, and mobile interface. Also, a multilingual menu ordering service for foreign tourists is not yet available. Therefore, if an order service system accessible online and offline which could provide multi-language services were implemented, the satisfaction of the service provider and domestic and foreign customers would be maximized. Design/methodology/approach By designing an electronic menu based on open an OS and providing electronic menus in offline stores, we have completed the design of a linked order system which would be available everywhere (online, offline, and mobile). The CMS was developed to integrate these three mediums and the entire operator was designed to receive basic information and statistical information about the merchants, or store operators. Also, a multilingual term dictionary containing menu information for foreign tourists was made into a database so that foreign tourists who are having difficulty in communication can use it more easily. Findings We have made it possible for customers to use the order service without distinction between online, offline, and mobile platforms, and have proved that it is a more efficient and convenient service for customers as well as operators. Nevertheless, as an initial model, the implemented system has limitations on the execution of the payment support method in the electronic menu board and in the management division of the CMS. In case of commercialization, it is necessary to make an alliance of efforts to attract initial franchises. Through further supplementation, we expect the online and offline connection-types martservice system will maximize the satisfaction of both operators and customers alike.