Earticle

초록

영어

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender’s moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

목차

Abstract
1. INTRODUCTION
2. THEORY BACKGROUND AND HYPOTHESIS
2.1 Restaurant Service Quality Related Research
2.2 Perceived Price
2.3 Relationship among customer trust, customer satisfaction and loyalty
2.4 Moderating effects of Gender
3. RESEARCH METHODOLOGY
3.1 Research Model
3.2 Measures
3.3 Data collection
4. RESULTS
4.1 Reliability and Validity of the Instrument
4.2 Results of structural model
4.3 Moderating effects of gender
5. DISCCUSSION AND CONCLUSION
6. LIMITATIONS AND FUTURE RESEARCH
REFERENCES

키워드

저자

• Yong Ho Shin [ Professor, Department of Business Administration, Yeungnam Univ., Korea ]
• Liu Yu [ Doctoral Student, Department of Business Administration, Yeungnam Univ., Korea ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of Advanced Culture Technology(IJACT)

• 간기

  계간

• pISSN

  2288-7202

• eISSN

  2288-7318

• 수록기간

  2013~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 600 DDC 700