외식 산업 서비스 품질이 고객만족 및 재방문 의도에 미치는 영향

Abstract

ABSTRACT

Food service industry service quality affects customer satisfaction and revisit intention

- Focusing on the Family Restaurant in Gwang-ju Area -

Sang-mi Lee Advisor : Prof. Bok-hee Kim, Ph. D. Department of Food and Nutrition Graduate School of Chosun University

This research tries to make a study whether it analyze the difference of the part which is recognized after experiencing with the part which the customers think importantly among the customer's many the service items it irradiates the general item against the foodservice company using customer and experiences the service about the QoS of the Gwangju area family restaurant and these attributes have an effect on the customer's satisfaction and recall pseudo information by word of mouth effect or not. The articles reviewed focuses on 1) The influencing on service, 2) customer satisfaction, 3) Technical service quality, 4) Functional service quality, 5) revisit,6) The influencing on service for customer satisfaction, 7) The influencing on service for revisit.It is the purpose of study that difference of the after experiencing with the service part we analyze the difference of the service importance and after receiving the service of we irradiated the QoS of the large size chain family restaurant in which it becomes the service education of the service provider about the customer among the food service company and which analyze and in which the consumer experienced in the past or which it recognizes service and family restaurant furthermore improve the QoS of the family restaurant of the pillar and which improves and which the customer realizes the service importance becomes limited. The questionnaire was made between one month from May 1st to May 31st. And the questionnaire answer used the self equipment standing type survey form that directly the responder writes. As to the analysis line of this research, by using SPSS 17.0, the customer's general information used the frequency analysis (Frequency Analysis). The awareness the importance used the T-test and ANOVA for each and technical decided to verify and whether there was the difference or not it performed the factorial experiment about each QoS and the customer's summarized the functional according to the general information and technical service. If it looked at as the technical the service (importance) and demographic characteristic, the factor which the significance probability shows the p-value less than 0.05 noted age and number of use. And if it looked at as the technical the service (also the awareness) and demographic characteristic, the sex, income level, number of use, and (one person 1 time standard) eat out pay cost was exposed to note factor which the significance probability shows the p-value less than 0.05. And if it looked at as the recall intention and demographic characteristic, the age, number of use, and purpose of use were exposed to note factor which the significance probability shows the p-value less than 0.05. In addition, as to the intelligibility of the functional the service importance according to the syndesis1 sample t-test inspection result about the intelligibility of the functional the service importance and functional service and functional service, there was exposed to be the difference with the significance probability P<0.05. And the intelligibility of the technical the service importance and technical service was exposed to have the difference with the significance probability P<0.05. Regression analysis result, the proposed hypothesis of the functional service family restaurant importance of service quality, service, recognition factors and functional regression of the R-square for the dependent variable with two 41.4% of variance showed no significant regression of P "was very significant to .000. Functional importance of services is bigger than the 0.05 significance, but also the recognition and functional services to revisit four positive (+) is of significant influence. The proposed hypothesis of a family restaurant service quality technical services, the importance of the square of the regression model R to 0.479 for the dependent variable in explanatory power were 47.9%, the regression significance P <.000 was very significant. Technical services is bigger than the 0.05 significance, but also recognizes the technical services in the four to revisit positive (+) of the influence is significant. It is nearly, the saturation on the Gwang-ju district with the sales floor extension of not only the pure family restaurant but also the large size chain restaurant. Because of that, the improvement of quality of the QoS and customer satisfaction is derived and it should try in the recall or information by word of mouth effect.