Family Restaurant Customers' Quality Evaluation and Satisfaction Depending on the Physical Environmental Variables

패밀리 레스토랑의 물리적 환경변수에 따른 외식 소비자의 품질평가와 만족

  • Byun, Gwang-In (Dept. of Food Service Planning &management, Sejong Cyber University) ;
  • Cho, Woo-Je (Korea Foodservice Institute)
  • 변광인 (세종 사이버대학교 외식창업경영학과) ;
  • 조우제 (한국외식산업연구소)
  • Published : 2006.02.28

Abstract

This research suggests critical and specific decisive variables that affect general service quality of the products in family restaurants, considering features of services in which consumption and production happens simultaneous by collecting the raw data through point of sales. It also analyses the factors and helps to offer them practical strategies by providing managers of the restaurants and marketers with empirical viewpoints based on the research. Generally, family restaurants need their own physical environment and are required to encourage customers to revisit themselves by maintaining pleasant environment as well as, considering space for customers and for employees' working routes and effective maintenance of the facilities. The result of the study also tells that even if the unimportant factors did not affect much on the restaurants, management over these factors can be a differentiated strategy for competitive advantage over the other businesses.

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