• Journal of Distribution Research
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• v.16 no.1
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• pp.95-115
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• 2011

Food service is the major part of franchise business in Korea, accounting for 69.9% of the brands in the market. As the food service industry becomes mature, many franchisees have struggled to survive in the market. In general, consumers have higher levels of expectation toward service quality of franchised outlets compared that of (non-franchised) independent ones. They also tend to believe that franchisees deliver standardized service at the uniform food price, regardless of their locations. Such beliefs seem to be important reasons that consumers prefer franchised outlets to independent ones. Nevertheless, few studies examined the impact of qualify features of franchisees on customer satisfaction so far. To this end, this study examined the characteristics of various quality features of franchisees in the food service industry, regarding their relationship with customer satisfaction and dissatisfaction. The quality perception of heavy-users was also compared with that of light-users in order to find insights for developing differentiated marketing strategy for the two segments. Customer satisfaction has been understood as a one-dimensional construct while there are recent studies that insist two-dimensional nature of the construct. In this regard, Kano et al. (1984) suggested to categorize quality features of a product or service into five types, based on their relation to customer satisfaction and dissatisfaction: Must-be quality, Attractive quality, One-dimensional quality, Indifferent quality, and Reverse quality. According to the Kano model, customers are more dissatisfied when Must-be quality(M) are not fulfilled, but their satisfaction does not arise above neutral no matter how fully the quality fulfilled. In comparison, customers are more satisfied with a full provision of Attactive quality(A) but manage to accept its dysfunction. One-dimensional quality(O) results in satisfaction when fulfilled and dissatisfaction when not fulfilled. For Indifferent quality(I), its presence or absence influences neither customer satisfaction nor dissatisfaction. Lastly, Reverse quality(R) refers to the features whose high degree of achievement results in customer dissatisfaction rather than satisfaction. Meanwhile, the basic guidelines of the Kano model have a limitation in that the quality type of each feature is simply determined by calculating the mode statistics. In order to overcome such limitation, the relative importance of each feature on customer satisfaction (Better value; b) and dissatisfaction (Worse value; w) were calculated following the formulas below (Timko, 1993). The Better value indicates how much customer satisfaction is increased by providing the quality feature in question. In contrast, the Worse value indicates how much customer dissatisfaction is decreased by providing the quality feature. Better = (A + O)/(A+O+M+I) Worse = (O+M)/(A+O+M+I)(-1) An on-line survey was performed in order to understand the nature of quality features of franchisees in the food service industry by applying the Kano Model. A total of twenty quality features (refer to the Table 2) were identified as the result of literature review in franchise business and a pre-test with fifty college students in Seoul. The potential respondents of our main survey was limited to the customers who have visited more than two restaurants/stores of the same franchise brand. Survey invitation e-mails were sent out to the panels of a market research company and a total of 257 responses were used for analysis. Following the guidelines of Kano model, each of the twenty quality features was classified into one of the five types based on customers' responses to a set of questions: "(1) how do you feel if the following quality feature is fulfilled in the franchise restaurant that you visit," and "(2) how do you feel if the following quality feature is not fulfilled in the franchise restaurant that you visit." The analyses revealed that customers' dissatisfaction with franchisees is commonly associated with the poor level of cleanliness of the store (w=-0.872), kindness of the staffs(w=-0.890), conveniences such as parking lot and restroom(w=-0.669), and expertise of the staffs(w=-0.492). Such quality features were categorized as Must-be quality in this study. While standardization or uniformity across franchisees has been emphasized in franchise business, this study found that consumers are interested only in uniformity of price across franchisees(w=-0.608), but not interested in standardizations of menu items, interior designs, customer service procedures, and food tastes. Customers appeared to be more satisfied when the franchise brand has promotional events such as giveaways(b=0.767), good accessibility(b=0.699), customer loyalty programs(b=0.659), award winning history(b=0.641), and outlets in the overseas market(b=0.506). The results are summarized in a matrix form in Table 1. Better(b) and Worse(w) index indicate relative importance of each quality feature on customer satisfaction and dissatisfaction, respectively. Meanwhile, there were differences in perceiving the quality features between light users and heavy users of any specific franchise brand in the food service industry. Expertise of the staffs was labeled as Must-be quality for heavy users but Indifferent quality for light users. Light users seemed indifferent to overseas expansion of the brand and offering new menu items on a regular basis, while heavy users appeared to perceive them as Attractive quality. Such difference may come from their different levels of involvement when they eat out. The results are shown in Table 2. The findings of this study help practitioners understand the quality features they need to focus on to strengthen the competitive power in the food service market. Above all, removing the factors that cause customer dissatisfaction seems to be the most critical for franchisees. To retain loyal customers of the franchise brand, it is also recommended for franchisor to invest resources in the development of new menu items as well as training programs for the staffs. Lastly, if resources allow, promotional events, loyalty programs, overseas expansion, award-winning history can be considered as tools for attracting more customers to the business.

• Korean Journal of Human Ecology
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• v.14 no.2
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• pp.313-319
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• 2005

This survey was conducted in order to obtain the basic data for desirable consumption habits through investigation and analysis of university students' fast food consumption behaviors. Questionnaires were collected from a total of 374 male and female students living in big or small and medium-sized cities in August, 2004. The contents surveyed were utilization and expenses of fast foods, choice of fast foods, relationship between fast foods and a diet, and characteristics of fast food restaurants. The results obtained are summarized as follows: 1. The ratio of the surveyees varied according to gender, residence, and the size of a city they're living in. For example, males took up 48.66% of the surveyees, while females did 51.34%. The ratio of residents in apartments and stand-alone houses was 54.81% and 45.19% each. 47.33% of the respondents were living in big cities, while 52.67% of them in small and medium-sized cities. 2. 70.1% of the surveyees responded that they are with friends when having fast foods. There was a highly significant difference between male and female in the type of eating companions (p<0.001). The average number of days that they eat fast foods was 1 to 2 times a week, which accounted for 63.7% of the respondents. However, in the case of eating foods, there was no significant differences between two sexes. 3. 64.2% of the surveyees paid more than 20,000 won to buy fast foods for a week, which showed no significant differences between genders. They tend to split a bill, rather than one person pays all. There was a highly significant difference between genders in paying method (p<0.001). 4. 52.1 % of the respondents chose a menu themselves. Their most favored food was chickens (26.5%), which showed a statistically significant difference between genders (p<0.001). 46.8% of them preferred coke as a drink, which had no significant difference between genders. 42.2% of the surveyees had fast foods between lunch and dinner, which also had no significant difference between genders. The most important factor in choosing a menu was its taste (62.8%), which indicated a significant difference between males and females (p<0.05). 5. The preference to fast foods was due to the influence of western culture (36.4%) and eating-out habits (29.1%), which was significantly different between genders (p<0.05). Those who eat fast foods answered they have normal weight and normal body type (49.5%). 24.3% of them were relatively fat with significant difference between genders (p<0.05). 63.4% of the surveyees thought themselves not picky with foods, and there was a significant difference between genders (p<0.05). 78.3% of them mostly preferred franchise restaurants because they are convenient and cheap.

• Journal of the Korean Dietetic Association
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• v.22 no.2
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• pp.118-130
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• 2016

The objectives of this study were to analyze the operational characteristics and to explore the substantiality plan of inpatient diets for foreigners in hospitals. Questionnaires were mail-delivered to 128 hospitals, and a total of 62 questionnaires were usable with a response rate of 48.4 percent. Statistical data analysis was completed using SPSS Win 11.0 for descriptive analysis, independent t-test, and ${\chi}^2$ test. Results can be summarized as follows. The average number of inpatient meals for foreigners in the last 6 months were 405 and 53 for general therapeutic diets and special therapeutic diets, respectively. The rates of hospitals with an exclusive department and exclusive staff for foreign inpatients were 48.4% and 53.2%, respectively. Major nationalities of foreign inpatients were China (37.5%) and Russia (31.3%), and their major medical departments were internal medicine (43.9%) and surgery (39.0%). The number of hospitals that provided inpatient diet only for foreigners was 42 (72.4%) and influencing factors were number of permitted beds (P<0.05), an exclusive department (P<0.001), and exclusive staff (P<0.01). The main type of menu was USA European style (61.1%), and the price of inpatient meals for foreigners was mostly \10,000~\25,000 (62.0%). As 75.9% of hospitals did not possess dietary slip manuals for foreigners, the case of preparing inpatient meals for foreigners in the form of a general therapeutic diet partially-modified according to disease was the majority (55.4%). Dietitians felt the need for nutrition management guidelines and dietary slip manuals (47.3%) as a substantiality plan of inpatient diets for foreigners. There is a need for exclusive foodservice standards for foreign inpatients in the changing medical environment.

• Korean Journal of Community Nutrition
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• v.15 no.1
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• pp.137-148
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• 2010

This study was conducted on 175 child-care teachers, who participated in in-service education, to research the methods to improve child-care teacher's nutrition management capability for infants and children. Investigated results of child-care teachers' nutrition knowledge, dietary attitude status, and needs on nutrition education in child-care centers are as follows: The score of child-care teachers' nutrition knowledge was 10.83 points out of 15, which is about 72%. Total score increased as teachers' age but not significantly different from their career duration, since teachers who have a child-care career less than 5 years acquired 10.91 points, which is higher than 10.64 points of teachers having more than 5 years of child-care career. Teachers' average recognition to the nutrition knowledge was 90.6%, increased significantly by the older they are, and decreased according to the accumulation of their career. The average accuracy of the nutrition knowledge was 79.7%, increased in proportion to the teachers' age. The marks of child-care teachers' dietary attitude were 41.3 points (possible score range 5-50) and 83%, older teachers tended to have more desirable dietary attitude. As indicated by the increment of child-care career, the score of emotional attitude tended to be increased but which of cognitive and behavioral attitude showed a declining tendency. Nutrition information which child-care teachers were mainly interested in were correct selection of food (58.1%), obesity and weight management (52.7%), and nutrient content of food (44.9%). Nutrition education contents which child-care teachers needed were 'nutritious food and menu for child' (72.2%), 'health management of child' (69.2%) and meal management of child (40.2%). Nutrition education methods, which child-care teachers considered as of desirable ones, were cooking class of small scale (31.8%), visiting class at child-care center (26.5%). In consequence, the nutrition knowledge and dietary attitude of child-care teachers were not good and showed different issues by age and career duration. Therefore, it is requisite to intensify nutrition management courses in child-care teachers' qualification and in-service education courses which has actual necessity and suitability based on teachers' age, career, and the type of child-care center, and to disseminate these through public health centers and child-care & education information centers to pursue the efficient balance of nutrition education programs.

• The Korean Journal of Food And Nutrition
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• v.21 no.1
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• pp.87-96
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• 2008

This study was conducted to investigate the purchase patterns of processed foods and perception of school dietitians on nutrition labelling in Chonbuk area of Korea. Self-administered questionnaires were collected from a total 156 dietitians. Statistical data analysis was completed using the SPSS v. 11.5 program. The results were summarized as follows. Among the 156 school foodservice systems, 64.7% of schools were operated in conventional system and 35.3% were in commissary system. Among the processed foods, seasoning foods(98.4%) and cereal products(93.3%) were used widely in school foodservice. Among the general characteristics of schools and dietitians, the style(p<0.01), and type of foodservice(p<0.05), career, and age of dietitians respectively affected the purchasing pattern of the processed foods. Approximately 30% of dietitians responded that some fortified foods used for the meal preparation(eg. Ca-fortified yoghurt). Only 57% of dietitians who has more ten year job career was agreed with the important of fortified foods for the menu planning. Despite the levels of education of the dietitians became higher, were no relationship between the confidence on fortified foods and the improvement on health for children. About 96.2% of dietitians knew nutrition labelling of processed foods. Only 25.6% of dietitians checked nutrition labelling of processed food when they purchased these foods for school lunch. The main reason for their checking nutrition labelling of processed foods was for nutrient of products. The dietitians understanding and trust in nutrition labelling of processed foods were not high. But the half of dietitians responded that the nutrition labelling can be helpful for the purchase of processed foods in school foodservice systems. Therefore, it is necessary to activate the mandatory nutrition labelling of processed foods and to prepare its consumer education program for school dietitians.

• Journal of Distribution Science
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• v.11 no.12
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• Journal of Sasang Constitutional Medicine
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• v.16 no.1
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• pp.61-73
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• 2004

This study was prepared to investigate the correlation between Sasang constitutional groups and voice characteristics using voice analysis system(in this study, CSL). I focused on the voice characteristics in terms of harmonics, Formant frequency and Formant Bandwidth. The subjects were 71 males. I classified them into three groups, that is Soeumin group, Soyangin group and Taeumin group. The classification method of Constitution used two ways, QSCCII(Questionnarie for the Sasang Constitution Classification II) and Interview with a specialist in Sasang Constitution. So 71 people were categorized into 31 Soeumin(people), 18 Soyangin(people) and 22 Taeumin(people). Pitch is approximately similar to the fundamental frequency(F0) in voices. Shimmer in dB gives an evaluation of the period-to-period variability of the peak-to-peak amplitude within the analyzed voice sample. FFT(Fast Fourier Transform) method in CSL can display sampled voices into harmonics. H1 is the first peak and h2 is the second peak in the harmonics. The amplitude difference of h1 and h2(h1-h2) can be explained as the speaker's phonation type, And Formant frequency and bandwidth can be explained as the speaker's vocal tract. So I checked the harmonics and Formant frequency and Bandwidth as the voice parameters. First I have captured /e/ voices from all subjects using microphone. And then I analyzed /e/ voices with CSL. Power Spectrum and Formant History is the menu in the CSL which can display harmonics and Formant frequency and bandwidth. The results about the correlation between Sasang Constitutional Groups and voice parameters are as follows; 1. There is no significant amplitude difference of harmonics(h1-h2) among three groups. 2. There is the significant difference between Soeumin Group and Soyangin Group in Formant Frequency 1 and Formant Bandwidth 1(p<0.05). Any other parameters have no significance. I assume that Soyangin Group has clearer and brighter voice than Soeumin Group according to the Formant Bandwidth difference. And I think its result has coincidence with the context of "Dongyi Suse Bowon" and "Sasangimhejinam".

• Korean Journal of Agricultural Science
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• v.18 no.2
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• pp.127-139
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• 1991

1. The purpose of this study was to recommend ways of more efficient pheasant farm business management and promoting the demand of pheasant foods by reviewing the current pheasant farm business management and the general pattern of consumption of pheasant foods. The study was conducted on the basis of the field survey covering 83 pheasant feeders and 283 consumers. 2. Majority of pheasant feeders, 86.8%(n=72), utilized broiler feed for pheasant rearing because of high price of exclusive pheasant feed. 3. In case of producing 1,000 heads of 5 month-old pheasant, the primary production cost per head was roughly calculated at about 5,530 Won. And 40.3% of primary production cost was consisted of feed cost and 12.9% was depreciation cost for facillities including artificial incubator equipments. 4. 81.1%(n=51) of whole surveyed feeders disposed of 1-4 week-old birds directly to the new feeders and 6%(n=6) sold them to the middlemen who were almost pioneering pheasant feeders. 5. 48.9%(n=138) of the surveyed consumer respondents have taken the pheasant foods once and several times, and the others never once. And 50.6%(n=69) of the respondents who had taken the pheasant foods were satisfied with the tastes. 6. The surveyed consumers were asked whether they knew the nutritional value of pheasant foods and 47.3(n=136) recognized it positively and 37.5%(n=106) negatively. 7. To increase the pheasant farm income and promote the demand of pheasant foods. followings are recommended. - Production cost should be reduced by cooperative utilization of facilities and equipments at farm level, and exclusive pheasant feed of good quility should be developed and supplied to the feeders at a low price. - Pheasant marketing and pricing system should be improved to prevent consumers from price disorder of retail shop including pheasant food reataurants and to popularize the pheasant foods. - Various type of menu of pheasant foods should be developed not only to satisfy consumers in tastes but also to solve the seasonality of pheasant supply. But it is preferable that this action is led by pheasant feeders and their cooperative organization, espectially through vertical intergration system owned by pheasant feeders. - Generic, pioneering advertisement and promotion should be carried out to promote primary demend of pheasant foods. It would be preferable that these primary demend advertising and promoting activities shuld be sponsored by pheasant feeders and government together. And their activities should be supported by institutional regulation.

• The Korean Journal of Food And Nutrition
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• v.10 no.2
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• pp.201-207
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• 1997

This survey was based on the college students opinions on their cafeteria in northern Kyungkido area during three weeks(5th Nov.∼21st Nov., 1996). The rate of the daily usage of the college cafeteria was 64.29% in day time class, 44.35% in night time class. The first reason of using the college cafeteria was 'no other place to eat' in day time class(49.38%) and night time class(68.01%). The second reason was 'to be economical' and the third was 'to save the time'. The main reason for not using the college cafeteria was 'bad taste' in day time class(52.09%) and night time class(31.99%). The percentage of the students who ate outside of the college in day time class was 68.63% and night time class was 37.37, 31.18% of the night time class ate the dinner at home after school. The average type of the meal were : the boiled rice, noodles, cookies and bread(from the most to the least). The students survey showed rather dissatisfactory response on taste, preference, the number of the side dishes except the quantity of the food. The necessary improvements for the college cafeteria were, first, 'improve the quality and taste of the food' and 'increase the variety of the menu', 'lower the price' and 'sanitation' were followed.

• Culinary science and hospitality research
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• v.16 no.3
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• pp.218-236
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• 2010

The concept of food coordination was introduced at the end of the 1990s and has generated a great deal of interest until now. However, no standard for the classification of such studies has been established yet. This study was conducted to examine the trends in food coordination studies published from 2000 to 2008. To accomplish this, approximately 335 food coordination articles were reviewed. Classification based on content analysis and the document review were conducted based on study themes(subjects), study forms, study designs, places of application, survey area and sample types. The most important type of study identified in this review was study themes. The themes of the study were divided into the following 10 subjects: 1) studies on the definition and recognition of food coordination, 2) studies on the environment, 3) studies on colors and package designs, 4) studies on table setting, table manner and etiquette, 5) studies on photography, editorial design, identity design and menu, 6) studies on components of dining atmosphere display and table/glass ware, 7) studies on emotions and sensibility, the five senses and food coordination, 8) studies on human resources, 9) studies on reviews, food & culture and education, 10) studies on purchasing, consumer behavior and marketing. The most common subjects were the components of dining atmosphere display and table/glass ware(23.6%). In addition, 17% of the articles reviewed were conducted to study colors and package designs, 14.6% to evaluate purchasing and consumer behavior and marketing, 13.4% to evaluate the environment, and 9.6% to study food & culture and education. Overall, these five subjects accounted for more than 75% of the articles reviewed.