• 한국조리학회지
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• 제23권1호
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• pp.84-94
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• 2017

The purpose of this study is to empirically test a proposed relationship among perceived restaurant quality, type of restaurant, satisfaction, and return patronage intentions with a focus on solo diners. More specifically, the objectives of this study are to assess the effects of three perceived qualities (i.e., food, service, and physical environment) and types of restaurants on solo diner (1) satisfaction and (2) return patronage intentions. The findings show that the greatest weight was put on food quality in increasing both solo diner satisfaction and return patronage intentions. Service quality was the second important contributor in satisfying solo diners, followed by physical environment quality. In addition, the findings indicated that solo diner satisfaction was affected by different types of restaurants.

• 산경연구논집
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• 제10권4호
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• pp.43-56
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• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• 한국관광식음료학회지:관광식음료경영연구
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• 제16권2호
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• pp.175-199
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• 2005

실증분석 결과, 본 연구에서 제시한 7개의 가설 가운데 4개가 유의한 것으로 검증되었다. 이상의 연구 결과를 요약하면 다음과 같다. 첫째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 조직적 특성은 직무 만족에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 개인적 특성은 서비스품질에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 직무적 특성은 직무만족에 유의한 영향을 미치지 못하는 것으로 나타났다. 넷째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 조직적 특성은 서비스품질에 정(+)의 영향을 미치는 것으로 나타났다. 다섯째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 개인적 특성은 서비스품질에 유의한 영향을 미치지 못하는 것으로 나타났다. 여섯째, 패밀리레스토랑 종사원들이 지각하는 직무만족영향요인 중 직무적 특성은 서비스품질에 유의한 영향을 미치지 못하는 것으로 나타났다. 일곱째, 패밀리레스토랑 종사원들의 직무만족은 서비스품질에 정(+)의 영향을 미치는 것으로 나타났다. 이상의 결과를 종합해 볼 때 이는 패밀리레스토랑 종사원들이 현재 자신들이 근무하는 패밀리레스토랑의 회사분위기나 직원들간의 관계에는 만족하는 것으로 보여지나, 자신이 하고 있는 일에 대한 직무적 특성에서는 가설이 전부 유의하게 나타나지 않은 것으로 보아 자신이 하고있는 일에 대해서는 만족하지 못하는 것을 의미하며, 나아가 더 나은 직무환경이나 직무의 변화가 일어나지 않는다면 다른 직종으로의 이직이 많이 나타날 것으로 사료된다.$0.57{\times}10^{-6}m^2/s$의 값을 보였다. 깊이 평균된 확산계수는 봄철에 크고 여름철에 작았고, 계절 평균된 확산계수는 2cm부터 10cm깊이까지 증가하고 10cin부터 40cm깊이까지는 감소하는 수직구조를 보였다. 평균 열확산계수를 사용하여 구한 온도전파 확산속도는 2 cm 깊이로부터 10 cm, 20cm, 40cm까지 각각 $8.75{\times}10^{-4}cm/s,\;3.8{\times}10{-4}cm/s,\;1.7{\times}10^{-4}cm/s$정도의 값이 되어 표층에서 깊어질수록 작아졌다. 이것은 이종들의 저염 및 광염성 특성과 밀접한 관련이 있는 것으로 판단되었다. 광도별 성장은 H. akashiwo, P. minimum, Pyramimonas sp.는 $150\;{\mu}E{\cdot}m^{-2}{\cdot}s^{-1}$의 고광도에서 비교적 높은 성장률을 보였다. A. sanguinea, A. tamarense, H. triquetra는 $150{\sim}100\;{\mu}E{\cdot}m^{-2}{\cdot}s^{-1}$에서 가장 높은 성장률을 보였고 $100\;{\mu}E{\cdot}m^{-2}{\cdot}s^{-1}$ 이상의 고광도에서 는 오히려 성장률이 급격히 감소되는 것으로 나타났다. 전반적으로 수온과 일조량이 높은 시기인 하계에 적조를 일으키는 고온성 종은 고광도에서 성장이 좋은 것으로 나타났고, 수온과 일조량이 낮은 동, 춘계에 적조를 일으키는 저온성 종은 저 광도에서 성장이 양호한 것으로 나타났다.을 가진

• 한국식생활문화학회지
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• 제21권3호
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• pp.247-253
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• 2006

The purpose of this study was to investigate how comparative menu price, human service, amenity, and menu quality affected menu value, and how menu value influenced revisit intention. The model was tested in a family restaurant setting using a sample of customers visiting and enjoying menu in Daegu metropolitan city. Empirical results confirmed that not only do human service, amenity and menu quality increase menu value but that comparative menu price reduces menu value. Menu value was also found to be a significant antecedent of revisit intention. The results obtained have major implications for family restaurant marketers as well as for future research. First, family restaurant marketers should pay attention to menu pricing, as menu price decreased menu value. Second, family restaurant marketers should try to increase menu value through training of human service. Third, family restaurant marketers should try to add menu value by way of recruiting high-skilled cook. Fourth, family restaurant marketers should make efforts to attract customers through interior design.

• 한국조리학회지
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• 제13권2호
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• 한국식품조리과학회지
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• 제29권1호
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• pp.73-79
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• 2013

The purpose of this study was to examine the level of importance of service quality provided by restaurant when industry meal service recipients used the restaurant. Additionally, the purpose was to compare the level of satisfaction on the respective service qualities of company cafeteria and outside restaurant. The level of relative importance and satisfaction of service quality attributes are comparatively analyzed using the Important-Performance Analysis (IPA) of customers in order to provide basic information on the direction of marketing to efficiently operate company foodservice facilities. Restaurant service qualities were divided into the six factors of hygiene, convenience, food, environment, subsidiary services and food distribution process. The results revealed that the 'environment' of both company cafeteria and outside restaurant was needed to improve as quickly as possible. Additionally, it was found that the level of satisfaction was higher in the 'food' and 'environment' factors when using company cafeteria and outside restaurants, which would become an important attribute for the company foodservice recipients to use outside restaurants than using company cafeteria. Accordingly, it could be said that company cafeteria will need further control of the 'food' and 'environment' factors.

• Asian Journal of Business Environment
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• 제5권4호
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• pp.47-57
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• 2015

Purpose - The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology - Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results - The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions - This study's findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

• 동아시아식생활학회지
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• 제20권4호
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• 한국조리학회지
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• 제18권1호
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• pp.199-212
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• 2012

본 연구의 목적은 한식의 세계화에 대해 정부, 학계 및 외식업계에서 많은 관심을 갖고 있는 이 시점에 외식업체 중 한식당을 대상으로 서비스 품질이 고객만족과 경영성과에 어떤 영향을 미치는가를 울산지역에 거주하고 있는 고객 188명을 대상으로 실증 분석하였다. 연구의 목적을 달성하기 위해 SPSS 12.0 프로그램을 통해 빈도분석, 요인 분석, 신뢰성 분석, 상관 분석, 다중회귀 분석을 실시하였다. 분석 결과를 보면, 한식당의 서비스 품질은 3개의 요인으로, 고객만족과 경영성과는 1개 요인으로 추출되어졌으며, 서비스 품질과 고객만족, 경영성과간의 관계 분석에서 모두 정(+)의 상관관계가 있는 것으로 나타났다. 한식당의 서비스 품질은 물리적 환경, 인적 서비스, 편리성 순으로 고객만족에 영향을 미치는 것으로 나타났다. 한식당의 서비스 품질은 인적 서비스, 물리적 환경 순으로 경영성과에 유의적인 영향을 미치는 것으로 나타났으며, 한식당을 이용한 고객의 만족은 경영성과에 p<0.001로 유의적인 영향을 미치는 것으로 나타났다.

• International Journal of Advanced Culture Technology
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• 제8권3호
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• pp.172-185
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• 2020

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.