컨벤션센터 식음료업장의 서비스품질이 참가자의 행동의도에 미치는 영향 - 거주지와 직업의 조절효과를 중심으로 -
A Study on the impact of quality of service to participants' behavioral intentions at Convention Center F&B Restaurant - Residence and occupation of the Moderating Effect -
This study empirically investigated the effects of service qualities including food quality, employee service, and physical environment offered by the restaurant operation on behavior intentions with the moderating role of attendee’s occupation and living area in the convention setting. The results of this study showed that employee service and physical environment positively affect behavior intentions. With regard to the moderating role of attendee’s occupation and living area, the results indicated that when attendees who lived in Daejeon are satisfied with employee service, they are more likely to have positive behavior intentions and spread positive words to others. On the other hand, attendees who do not live in Daejeon have positive revisit intentions and word-of-mouth when they are satisfied with food quality. Lastly, the results revealed that people with non-white-collar job have positive behavior intentions when they are satisfied with employee service, while people having white-collar job are more likely to have positive intentions when they are satisfied with food quality.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 서비스품질 2. 행동의도 Ⅲ. 연구조사 설계 1. 연구모형 및 연구가설 2. 표본설계 3. 변수의 조작적 정의 및 설문지 구성 Ⅳ. 실증분석 1. 표본의 특성 2. 측정도구의 타당성과 신뢰성 3. 가설검정결과 Ⅴ. 결론 및 제언 참고문헌
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