Earticle

초록

영어

This Study is for understanding Kano model of the Fastfood service quality and its increasing and decreasing factors with questionnaire in pairs of positive/negative questions of kano model. The survey questionaires are composed to draw 20 questions from five dimension- tangible, reliability, responsiveness, assurance, empathy based on literature review and SERVQUAL(Parasuraman et al., 1988) to mesure to fastfood service quality. A total 289 useful samples were collected and analyzed. The result are follow: first, It was found that 20 items are could be classified into 1 attractive quality element, 3 must-be quality elements, 16 one-dimensional quality elements. The highest score element of customer's satisfaction coefficients was identified as the ‘Employee make strenuous efforts to Customer's special request(0.83), and highest score of dissatisfaction items were ‘Toilet are clean and convenient(0.93)'. Second, The lowest score element of customer's satisfaction coefficients was identified 'Keeping open the exact deadline(0.83)', and lowest score of dissatisfaction items were 'Building exteriors attractive appearance(0.59)'. From the analysis, This Study provides the practical service marketing strategies for fastfood operator.

목차

Ⅰ. 서론
 Ⅱ. 이론적 배경
 Ⅲ. 연구조사방법
 Ⅳ. 실증분석
 V. 결론
 참고문헌
 

키워드

저자

• 문성식 [ Sung-Sik Moon | 장안대학교 프랜차이즈경영과 교수 ] 제1저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  한국창업학회지 [Journal of the Korean Entrepreneurship Socieity]

• 간기

  격월간

• pISSN

  2092-8068

• 수록기간

  2006~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658