A Study on the Customers' Expectation & Satisfaction for Food and Service Quality in Restaurants

외식업체에서 제공되는 음식 및 서비스 품질에 대한 고객의 기대도와 만족도에 관한 연구

  • Cho, So-Young (Dept. Food & Nutrition, Sungshin Women's University) ;
  • Ryu, Si-Hyun (Dept. Food & Nutrition, Sungshin Women's University) ;
  • Kim, Heh-Young (Dept. Food & Nutrition, Sungshin Women's University)
  • 조소영 (성신여자대학교 생활과학대학 식품영양학과) ;
  • 류시현 (성신여자대학교 생활과학대학 식품영양학과) ;
  • 김혜영 (성신여자대학교 생활과학대학 식품영양학과)
  • Published : 2001.10.30


This study is to select food offered with higher frequency at restaurants such as hamburger, pizza, chicken, gimbap(boiled rice rolled in laver with seasonings stuffed), and calgooksu(Korean traditional noodles); identify customers' expectation and satisfaction levels on food and service quality and analyze correlation according to each food. The survey was conducted from March 1 to March 24, 2000, by distributing questionnaires. Statistical data analysis was completed using SPSS for t-test, ANOVA, Pearson's correlation analysis. The results of this study were as follows: 1) It is revealed that overall average satisfaction levels on food quality according to individuals' trait came out significantly low compared to their expectation levels, and that balance in nutrition and reasonable prices had problems in relation to food quality. 2) Customers' expectation levels on food quality came out the highest with calgooksu and gimbap, and their satisfaction levels came out the highest with pizza. 3) Customers' overall average expectation levels on service quality showed a very high point, while their satisfaction levels showed a low point with significance. 4) Hamburger was poor in hygiene; pizza showed the highest satisfaction levels over its quality with significance, and calgooksu and gimbap showed very low satisfaction levels over their service quality. 5) Correlation between customers' expectation and satisfaction levels over the nutritional balance and proper taste of the food quality came out significant. 6) Pizza and chicken showed significant correlation with regard to atmosphere, service, and hygiene variables (p<0.01).


food quality;service quality;expectation;satisfaction;restaurant