• 한국식품조리과학회지
• /
• 제30권2호
• /
• pp.228-238
• /
• 2014

This study identified the importance and performance perceptions of funeral foodservice service quality toward funeral foodservice employees, chief mourners/the bereaved and funeral visitors. Data were collected using self-administered questionnaires from 102 funeral foodservice employees, 71 chief mourners/the bereaved and 293 funeral visitors. According to the result of the survey, 'hygienic food production process' was recognized as the most important attribute while 'neat appearance of food' had the least performance. By comparing the importance of service quality attributes between three subject groups, it can be identified funeral foodservice employees had the highest recognition while funeral visitors had the lowest (p<0.001). Furthermore, funeral foodservice employees had a significantly high performance level compared to chief mourners/the bereaved in all 19 service quality attributes (p<0.001). The IPA result toward funeral foodservice employees indicated the following attributes that required improvements: 'reasonable menu price' and 'kindness of helpers'. Another IPA result from chief mourners/the bereaved recognized 'reasonable menu price' as a service priority. Overall, implications for funeral foodservice managers regarding service quality improvement are discussed.

• 한국식생활문화학회지
• /
• 제34권3호
• /
• pp.308-315
• /
• 2019

This study examined the service quality attributes of the CVS (Convenient Store) packed meal products by applying the Kano model. The main survey was conducted by a research company using an online survey in the form of a self-administered questionnaire. The 499 samples were limited to customers who had experienced CVS packed meal products within the last months. A total of 14 service quality attributes of the CVS premium packed meal products were categorized as four attractive qualities, one must-be quality, three one-dimensional qualities and six indifferent qualities. According to the Better and Worse quotient designed by Timko, 'coupon and sales promotion event', 'healthy menu configuration', and 'balanced nutrition' had higher levels of the Better coefficient. On the other hand, 'hygiene and cleanliness', 'the delicious food', and 'fresh ingredients' showed a higher Worse coefficient. The results also suggest that each service quality attribute is not a single dimension but a complex attribute. As a result, this research suggests that marketing practitioners should immediately identify consumer's changing perception of quality to attract new customers and prevent existing customers from leaving in the CVS premium packed meal products segment.

• 한국식생활문화학회지
• /
• 제22권2호
• /
• pp.210-217
• /
• 2007

The purpose of this study was to elicit types of food-related lifestyle of undergraduates and to examine the relationship between each ape of food-related lifestyle and an attribute of selecting a restaurant. Self-administrated questionnaires were completed by 368 students and data were analysed by frequency, factor, reliability and canonical correlation. Five factors were obtained from factor analysis of food-related lifestyle ; Factor1 'health seeking type', Factor2 'taste seeking type', Factor3 'Popularity seeking type', Factor4 'safety seeking type', Factor5 'mood seeking type'. Restaurant selection attribute were extracted into six factors, Factor1 'taste and service', Factor2 'interior‘, Factor3 'convenient for approach', Factor4 'marketing strategy', Factor5 'food quality', Factor6 ’menu and price‘ Canonical correlation analysis showed two significant functions. Canonical function1 showed that food-related lifestyles of taste seeking type and safety seeking type were indicated to have significant positive relationships with the food qualify, taste and service in the restaurant selection attributes. Canonical function2 also showed that a significant positive relationships between health seeking type and accessibility, and a significant negative relationships between health seeking type and taste & service and between health seeking type and menu & price. Finally the result of the study provide some insight into the types of marketing stratagem that can be effectively used by operator who manage restaurant.

• 한국식품영양과학회지
• /
• 제41권7호
• /
• pp.1020-1027
• /
• 2012

본 연구는 학교급식 영양(교)사들이 인식하는 메뉴 속성별 중요도와 수행도를 분석함으로써 학교급식 메뉴 운영 현황을 파악하여 향후 학교급식에서의 효율적 메뉴 운영을 위한 기초자료를 제공하고자 실시되었다. 2010년 9월 29일부터 10월 19일까지 전국의 학교급식 영양(교)사 448명을 대상으로 설문조사를 실시하였고, 총 292부가 통계분석에 이용되었다. 먼저 총 21개 메뉴속성 항목에 대해 탐색적 요인분석을 실시한 결과, '영양', '교육적 효과', '생산 능력', '품질관리 용이성', '효율성', '선호도' 등 6개 요인이 도출되었다. 메뉴속성 중요도와 수행도에 있어 영양교사들이 영양사들에 비해 메뉴의 영양적 부분에 대한 중요도를 높게 평가하고 있었고(p<0.01), 학생선호도의 경우 영양교사에 비해 영양사들이 인지한 중요도가 유의적으로 높게 나타났다(p<0.05). 수행도의 경우 영양 요인(p<0.05)과 교육적 효과 요인(p<0.001)에서 영양교사의 수행도가 유의적으로 높게 나타났고, 전체적인 수행도 역시 영양교사 집단에서 유의적으로 높았다(p<0.01). 학교급에 따라서는 초등학교 영양(교)사의 영양에 대한 중요도 인식 수준이 고등학교 영양(교)사에 비해 유의적으로 높게 나타났고(p<0.001), 수행도의 경우 영양과 교육적 효과 요인에서 초등학교 영양(교)사의 수행 수준이 중학교와 고등학교에 비해 유의적으로 높게 나타났다(p<0.001). 영양(교)사가 평가한 학교급식 메뉴속성에 대한 중요도 수행도 분석 결과에서는 전통적인 방법으로 분석한 결과 영양사, 영양교사 모두 시급한 개선이 필요한 영역과 과잉 수행되고 있다고 평가되는 영역에 아무 요인도 포함되지 않아 전반적으로 급식 운영이 효율적으로 이루어지고 있는 것으로 나타났다. 하지만 gap 분석방법으로 중요도 수행도 분석을 실시한 결과 영양사와 영양교사 집단 모두 효율성 요인만이 중요도에 비해 수행도가 높은 오른쪽 영역에 위치하고 나머지 항목 모두 수행도가 낮은 왼쪽 영역에 위치하여 개선이 필요한 것으로 평가되었다. 추가적인 분석에서 영양사 집단은 영양, 교육적 효과, 학생 선호도 요인에서, 영양교사 집단은 교육적 효과 요인에서 중요도에 비해 상대적으로 낮은 수행도를 보여 우선적으로 개선되어야 할 항목들로 평가되었다. 따라서 메뉴와 연계한 식생활 교육 등 메뉴 운영기법 개선에 대한 보다 많은 관심과 연구가 이루어져야 할 것으로 보인다.

• 한국조리학회지
• /
• 제14권4호
• /
• pp.188-202
• /
• 2008

The purpose of this research was to investigate the effects of various restaurant choice attributes on customer satisfaction that has positive influence on repatronage and word of mouth intent. This study examined relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was applied to total 478 customers who had visited restaurants around the northern part of Gyeong-gi province. The model was tested using SPSS 12.0 and AMOS 5.0 with 472 samples which received a 99% usable response rate. The results of empirical analysis were as follows: 1) menu quality has a significant effect on customer satisfaction and word of mouth intent. 2) service quality and convenience have a significant effect on customer satisfaction. 3) customer satisfaction has a significant effect on repatronage and word of mouth intent. 4) word of mouth intent has a significant effect on repatronage intent.

• 대한지역사회영양학회지
• /
• 제13권1호
• /
• pp.69-79
• /
• 2008

This study was designed to develop the strategy plans for the customer satisfaction on foodservice in the senior care facilities. For this, we examined the level of the customer satisfaction and foodservice quality. Additionally, the association between service quality, customer satisfaction, and social, psychological, physical factors of the aged were tested. Data from convenience samples from 3 senior care facilities were collected by using a questionnaire. Exploratory factor analyses were completed on 20 attributes for the food and service quality and 7 items for the social and psychological states of the aged, respectively. Cronbach's a was estimated for reliability, and Pearson correlation and multiple regression analysis were used for statistical analyses. The level of the satisfaction on foodservice was 4.01 of 5.0. The satisfaction on foodservice did not show the significant differences by gender, education level, BMI, and socio-psychological satisfaction. But the foodservice quality and the satisfaction showed significant difference by income and physical problem, and the goal of life of the eldely, respectively. Multiple regression analyses revealed that the determinants of the customer satisfaction on foodservice were the core quality of product, confidence, professionalism of employees and secondary quality of products. Especially, the kindness of employee is the most important attribute of the foodservice. Based on these results, we can set the strategy plans as follow: (1) the introduction of the foodservice evaluation system (2) the deployment of the event activities for offering fun to the customer (3) the continuous training of employees for ensuring the professional and kind service system, and (4) the introduction of selective menu system and take-out service of menu.

• 대한영양사협회학술지
• /
• 제10권4호
• /
• pp.467-475
• /
• 2004

The purposes of this exploratory study were to a) verify the first image remember percentage about foodservice and the desire to eat, b) identify detail attributes on the 'food taste' and 'menu variety', the most important problem of the foodservice, c) decide the ranking for improvement of the identified detail attributes, and d) applicate from customer feedback to foodservice operation in the B&I(business & industry) foodservice. For the more reliable result, customer opinion was collected by qualitative research methodology, such as open-ended questionnaire and in-depth interview. The result was followed as : the firstly, the operation circumstance was total 6,700 meal number a day through in-depth interview and 3 types of meal was served. The secondly, the average usage a week was the 7.4 times(B foodservice(B1F)) and the 1.8 times(A foodservice(3F)), respectively. Using reasons of foodservice were 'broad extent', 'menu type', 'shifting convenience' and etc on B foodservice(B1F) and 'menu type', 'clean space' and etc on A foodservice(3F), but the disadvantages of both foodservice were 'complication on peak time', 'the decline of food taste', and 'the absence of menu variety'. 'The decline of food taste' and 'the absence of menu variety' were pointed out the problem asked immediate improvement. The thirdly, it was examined that the first remember about foodservice were 'menu type' and 'foodservice environment' on A foodservice(3F) and 'foodservice environment(atmosphere)' on B foodservice(B1F). The last result, the detail attributes about food taste were ranked respectively 'a salt taste', 'balance of 5 taste at a meal', 'taste of food characteristic' and the unsatisfaction attributes about menu variety were ranked respectively 'serving frequently a same menu', 'the absence of various taste', 'using frequently a same cooking preparation'.

• 한국프랜차이즈경영연구
• /
• 제8권1호
• /
• pp.31-41
• /
• 2017

Purpose - As the domestic coffee market is rapidly growing and competition is intensifying, coffee shops need to establish a marketing strategy that grasps the needs and desires of consumers in order to secure a competitive advantage in terms of survival. From this point of view, this study suggests what choice attributes consumers consider when visiting coffee shops, and analyzes the effect of customer choice attributes on franchise and private coffee shops using fsQCA. Research design, data, and methodology - In the present study, we tried to understand the effect of the combination of choice attribute on satisfaction by the type of coffee shop based on the complex system theory, while studying the existing coffee shop choice attribute focuses on the causal relationship. FsQCA is a complementary analytical method between quantitative and qualitative research, and is a method for effectively analyzing the complex combination of causal variables. Result - The results of the study are as follows. First, cleanliness was found to be the most important factor in determining coffee quality, which is the most important factor affecting customer satisfaction. Second, customers who prefer franchise coffee shops seem to be most concerned about atmosphere, menu, cleanliness and price. On the other hand, customers who prefer private coffee shops consider image the most important. Conclusions - The implications of this study are as follows. Overall, coffee shops should manage cleanliness basically regardless of the type of store, but they should manage the choice attributes differently depending on the type of coffee shop. Franchise coffee shops will be able to increase the level of store satisfaction by systematically managing the store atmosphere, menu, cleanliness, and price according to the manual using the advantages of the franchise system. On the other hand, unlike the franchise coffee shops, private coffee shops can operate autonomous stores, so customers can use various marketing mixes to enhance their store image.

• 대한지역사회영양학회지
• /
• 제9권6호
• /
• pp.734-741
• /
• 2004

The purposes of this study were 1) to understand customers' expectations and satisfaction on menus in family restaurants, 2) to compare customer satisfaction and brand image for positioning new menus, and 3) to analyze customer satisfaction and loyalty to each menu. From May 8th to 28th, 2004, a total of 3,594 membership customers responded to the email survey. Statistical analyses such as t-test, ANOVA and Pearson Correlation were performed using SPSS 12.0. The results of this study consist of four major parts: general findings, customer expectation analysis, new menu positioning and customer satisfaction analysis. The customer expectation analysis discovered that taste was the most expected attribute in menus of family restaurants, followed by quantity, appearance and price. Statistically different expectations existed among different customer groups categorized by their general characteristics including demographics. Also, high correlations existed among the expectations over all the attributes: food quality, shape, quantity and price of food. Over all the attributes, customer expectation was higher than customer satisfaction. Thus, a discrepancy existed between expectation and satisfaction. Positioning of new menus was determined by brand image and customer satisfaction. Lastly, the customer satisfaction analysis revealed that customers in different gender and age have different satisfaction. In addition, high correlation existed between satisfaction and loyalty on new menus of a family restaurant. In consequence, the research findings suggest managers should understand customer expectation and satisfaction and reposition their menus regularly by menu engineering.

• 한국식품영양과학회지
• /
• 제45권4호
• /
• pp.585-592
• /
• 2016

중국 북경지역 대학 급식소의 음식과 서비스 품질 개선 방안을 마련하고자 중국 북경지역 3곳의 대학 급식소를 이용하는 고객 총 619명을 대상으로 설문조사 하여 통계분석 한 결과 조사대상자는 남자가 53.5%, 여자가 46.5%였고, 평균 연령은 만 23세였다. 전체 응답자 중 하루 세끼 식사를 하는 비율은 전체의 85.3%였고, 대학 급식소에서 점심을 하는 비율은 1주일에 평균 5회 이상인 경우가 전체의 85.5%였다. 그리고 점심비 평균은 5위안(원화 905원) 초과에서 8위안(원화 1,448원) 이하가 전체의 51.7%로 가장 많았으며 대학 급식선택속성에 대한 IPA(Importance-Performance Analysis) 결과 우선으로 개선이 필요하다고 평가된 항목은 '음식의 맛', '음식 재료의 신선도', '메뉴의 다양성', '식사 대기시간'과 '화장실의 청결' 등이었다. 그리고 조사대상자의 특성에 따른 급식선택속성 요인의 만족도 차이 분석 결과 '음식의 질과 메뉴' 요인에 대한 만족도는 평균 급식비가 8위안(1,448원) 초과한 그룹이 다른 그룹에 비해 유의적으로 낮았고(P<0.05), '물리적 환경' 요인에 대한 만족도는 대학 급식소에서 점심을 1주일 평균 4회 이하로 하는 그룹이 5회 이상 식사하는 그룹에 비해 유의적으로 낮았다(P<0.05). 또한 '서비스 질' 요인에 대한 만족도는 매일 대학교 급식소에서 점심식사를 하는 그룹이 다른 그룹에 비해 유의적으로 높았으며(P<0.05), '편리성과 가격' 요인에 대한 만족도는 평균 급식비가 5위안(905원) 이하인 그룹이 다른 그룹에 비해 유의적으로 높았다(P<0.05). 따라서 중국 대학 급식소의 급식관리자는 급식소 이용 고객의 만족도를 증대시키기 위해서 음식의 질 개선과 함께 적정한 가격에 다양한 메뉴를 제공하는 방안을 적극적으로 모색해야 할 것이다.