Earticle

초록

영어

This study was conducted on the foundation of the previous research on determinants such as customer satisfaction and behavioral intention, along with the literature review and research on factors related to the service quality elements. We collected and analyzed the 185 materials by conducting the survey upon the customers who have previously visited the restaurants. As a result of the analysis, we identified that the elements of restaurant service quality have significant effects on the behavioral intention and satisfaction level of the customer through the customer satisfaction. In addition, by using KANO model, we investigated the qualities that attract the customers of the restaurant in order to establish the measures that will maximize the customer satisfaction. Also, to overcome the limitation of KANO model, we additionally analyzed the Better-Worse index. The results of the two quality evaluations were identical to each other, showing the need for improving the physical environment of the restaurant services. Accordingly, more interests and efforts to stimulate the behavioral intention of the restaurant are needed.

목차

Abstract
1. 서론
2. 레스토랑에서의 서비스 품질 및 고객만족
3. 행동의도
4. KANO MODEL
5. 실증분석
6. 결론
참고문헌

키워드

저자

• 이희동 [ Hukuoka Hamburger Steak Corp., CEO. ]
• 김용범 [ Yong Beom Kim | Department of Airline Service, Korea National University of Transportation ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회 학술대회논문집

• 간기

  부정기

• 수록기간

  1999~2022

• 십진분류

  KDC 530 DDC 620