• 식품보건융합연구
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• 제9권1호
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• pp.11-18
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• 2023

This study aims to examine the relationship between customer satisfaction and revisit intention according to the selected attributes of dessert cafes in Korea. Additionally, we would like to provide useful data to maintain a continuous competitive advantage by comprehensively reviewing the effective operation of dessert cafes and strategic plans and methods to identify customer needs in the rapidly spreading competitive environment of the domestic dessert restaurant industry in Korea. A qualitative analysis method was applied through a literature review on satisfaction and revisit according to the selected attributes of dessert cafes, and data using theoretical backgrounds obtained through web searches and existing cases. As a result, dessert quality and convenience showed inconsistent results, and coffee quality was found to have a statistically significant positive (+) effect in various data. Moreover, various attributes such as service, image, price, diversity, and service had a significantly positive (+) effect, and satisfaction with dessert cafes also had a significantly positive (+) effect on revisit intention. In conclusion, dessert cafe managers should develop various desires that reflect consumers' tastes and are competitive so that customers can revisit dessert cafes, which requires more in-depth analysis by obtaining a more systematic sample group in the future.

• 품질경영학회지
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• 제44권4호
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• pp.813-831
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• 2016

Purpose: The purpose of this study is to assess the service quality attributes of Korean airlines service for Chinese passengers and suggest revised model to count potential improvement. Methods: Using the Kano and Timko models based on survey questionnaire to classify the quality attributes and to calculate the customer satisfaction index for each service attributes. And the revised potential customers satisfaction index(R-PCSI) are used to access the improvement possibilities by Kano model's attributes. Results: The attributes by Kano model, the relative importance, and the priorities for improvement for 30 airline service quality characteristics are identified. The most important item for improvement is 'Loses and delays compensations service'. Conclusion: According to the PCSI calculation results, this paper can help for Korean Airlines to improve customer satisfaction for Chinese passengers. And R-PCSI model suggested by this paper can be used for other service quality analysis.

• 한국조리학회지
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• 제14권3호
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• pp.96-108
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• 2008

The purpose of this study was to analyze the effects of attributes related to consumers' selection of a seafood buffet restaurant on consumers' satisfaction and their intention to revisit focused on seafood buffet restaurants in the Busan area to activate the seafood buffet restaurant business and to contribute to the food service industry. The results of this study showed that the attributes related to customers' selection of a seafood buffet restaurant have an effect on customer satisfaction and intention to revisit and that customer satisfaction affects their intention to revisit. Thus, this study is meaningful in that it suggested the trend of customers' consumption and the direction of future development of the food service industry.

• 한국조리학회지
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• 제16권1호
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• pp.24-37
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• 2010

본 연구는 한식 레스토랑 이용 경험이 있는 중국 고객들을 대상으로 한식 레스토랑을 이용할 때 중요하게 생각하는 요인과 고객 만족에 영향을 미치는 요인을 분석하였는데, 다음과 같은 결과가 나타났다. 첫째, 연령, 결혼 여부, 교육 수준, 직업, 월 가계소득에 따라 한식 레스토랑 선택 속성의 중요도에 유의한 차이가 나타났다. 둘째, 연령, 결혼여부, 직업, 월 가계소득에 따라 한식 레스토랑 선택 속성의 만족도에 유의한 차이가 나타났다. 셋째, 한식 레스토랑 선택 속성의 중요도요인 중 가치 및 서비스 요인과 음식요인은 고객의 전반적인 만족도에 유의한 영향을 미치고 있는 것으로 나타났다. 넷째, 한식 레스토랑 선택 속성의 만족도요인 중 음식 및 가격요인, 분위기 및 서비스 요인은 고객의 전반적인 만족도에 유의한 영향을 미치고 있는 것으로 나타났다. 이를 바탕으로 한국 외식업체들이 목표 시장을 설정하거나 그에 맞는 업체의 컨셉을 정할 수 있는 실무적인 시사점을 제공할 수 있을 것으로 사료된다.

• 한국프랜차이즈경영연구
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• 제10권4호
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• pp.19-29
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• 2019

Purpose: In beauty industry, service quality is very critical, because it impacts on the customer's positive attitude and behavior to the beauty salon or beauty brand. Thus, this research examines the effects of service attributes on customer satisfaction and loyalty in beauty salon. This research suggests the guidelines for how beauty salons should manage their physical environment, price policy, professional skills, and employees that improve management and business performance. Research design, data, and methodology: This study examines the structural relationship between service attributes, customer satisfaction, and loyalty. Service attributes divide into four sub-dimensions such as servicescape, price service, technical service, and employee service. In order to test the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and examined in previous studies. A total of 160 questionnaires were distributed and collected, and 150 were used for analysis except 10 that were unresponsive or unfaithful. The data were analyzed using SPSS 22.0 and SmartPLS 3.0 statistical package program. Result: The results of this research are as follows. First, all sub-dimensions of service attributes such as servicescape, price service, technical service, and employee service have significant positive impacts on satisfaction. Second, customer satisfaction have significant impact on loyalty. Conclusions: This study suggests an integrated model of the relationship that the characteristics of beauty salon service attributes affect customer loyalty through satisfaction, and suggests how to manage and allocate limited resources in the beauty industry. The findings of this research indicate that the level of customer satisfaction is shown to be increased by servicescape, technical characteristics, value of money, and human attributes. Thus, beauty salon management should focus on the relationship with their customers how to improve customer loyalty through satisfaction. The quality of beauty service influences customer's attitudes and behaviors toward beauty salon. Considering the beauty business, where the quality and customer satisfaction of beauty services are determined by the hairdresser's beauty skills,, the beauty salons must find ways to improve their skills and new trend of hair style. If beauty salon customers perceive the high quality of beauty service, they revisit beauty salon and recommend it to others.

• 한국식생활문화학회지
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• 제33권4호
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• pp.354-362
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• 2018

With increasing interest in the health and safety of food served in restaurants, more emphasis is being placed on the importance of health and food. As a result, Yaksun cuisine with new added effects and image is becoming more popular as a way to improve people's health. This study analyzed the effects of selection attributes relating to Yaksun cuisine on customer satisfaction and intention to maintain relationship in order to understand various needs of consumers as they relate to health food. The results showed that, among selection attributes of Yaksun cuisine, price, safety, and health were found to have significant effects on customer satisfaction; however, the effect of quality on satisfaction was not verified. Moreover, while the effect of safety and health of Yaksun cuisine on the intention to maintain relationship was found to be significant, the effects of quality and price on the intention to maintain relationship were not verified. These findings suggest that consumers believe Yaksun cuisine is more beneficial for health than general food and trust the origin label, hygiene, and safety of ingredients in Yaksun cuisine. Therefore, the results of this study suggests providing opportunities for consumers to experience diverse tastes in Yaksun cuisine and that development and promotion of different recipes using Yaksun ingredients will help reinforce competitiveness of Yaksun cuisine in the market and increase sales.

• 한국의류산업학회지
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• 제19권1호
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• pp.19-29
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• 2017

This study identified the purchase decision-making process of outdoor wear consumers and examined the hypothesis that consumer satisfaction mediates the relationship between purchase decision-making process and repurchase intention. Data were acquired from a survey and analyzed with descriptive, factor analysis, reliability analysis and multiple regression analysis. Respondents were 454 adults who have purchased outdoor wear. The results are as follows. First, the purchase decision-making processes of outdoor wear consumers consisted of a series of steps: need recognition & passive information search, active information search, evaluation of alternatives with practical attributes, evaluation of alternatives with unpractical attributes, purchase decision, and post-purchase evaluation. Second, four purchase decision-making processes (except for need recognition & passive information search and active information search) had significantly positive effects on consumer satisfaction. Third, the need recognition & passive information search, the evaluation of alternatives with unpractical attributes and post-purchase evaluation had significantly positive effects on repurchase intention. Lastly, the partial mediation of consumer satisfaction in the relationship between two purchase decision-making processes (evaluation of alternatives with unpractical attributes and post-purchase evaluation) and repurchase intention were indicated. This academic study will help to understand the purchase decision-making processes of outdoor wear and allow companies to obtain information (from the industrial aspect) about which process to invest in and how to manage the process.

• 한국의류학회지
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• 제32권8호
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• pp.1299-1308
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• 2008

Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

• 한국식생활문화학회지
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• 제32권6호
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• pp.476-486
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• 2017

This study surveyed the recognition, image, preference, attributes, satisfaction and revisit intention for Korean food of local Vietnamese to facilitate the globalization of Korean food. Most participants had recognized Korean food. and, they were especially aware of kimchi (김치), bulgogi (불고기) and bibimbab (비빔밥), Additionally, most repondents thought these foods represent Korean traditions and culture very well. The image of local Vietnamese for Korean food was good. Which was reflected in Korean food having "a good reputation" and a high possibility for "globalization" were high. This study also investigated 16 kinds of Korean food and found the highest preferences to be for bulgogi (불고기), followed by galbitang (갈비탕), whereas that for doenjangchigae (된장찌개) was lowest. Some of the top choice attributes of Vietnamese for Korean food were found to be in "because it is 'colorful', 'prepared sincerely', 'plated neatly', 'fresh' and 'comes with a variety of banchans (side dishes). This is a very meaningful result, making this an important reference for the globalization of Korean food. The local Vietnamese had high satisfaction and reuse intention degree for Korean food, and especially high satisfaction with the colorfulness of Korean food. In addition, the local Vietnamese showed a very high revisit intention for Korean food.

• 한국조리학회지
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• 제16권4호
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• pp.76-93
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• 2010

본 연구에서 제시한 커피 전문점의 선택 속성으로 지각된 유형성, 신뢰성, 친절성, 신용성이 영향 관계에 대한 가설 검증 결과, 본 연구의 모델로 적합한 것으로 분석되었다. 또한, 커피 전문점의 선택 속성은 고객 만족에 직접적인 영향을 미치고, 고객 만족 또한 재방문 및 구전 의도에 영향을 미치는 것으로 나타났다. 이 같은 결과는 점포내 산뜻한 이미지를 바탕으로 한 유형성과 신뢰, 종사원의 친절 및 신용이 바탕이 될 때 이용 고객 또한 만족 극대화에 영향을 주고 만족 고객의 재이용과 긍정적인 구전으로 이어짐을 알 수 있다.