A Study on the Validity of Host Call Service in the Family Restaurant using Fishbein Model

Fishbein 모델을 이용한 패밀리 레스토랑의 호스트 호명제 서비스 타당성에 대한 연구

  • 서광규 (상명대학교 산업정보시스템공학과) ;
  • 안범준 (상명대학교 산업정보시스템공학과)
  • Published : 2006.08.01

Abstract

The recent drastic increase of imported foreign restaurants provided the importance of service quality and the customer satisfaction is considered as the most important factors for the business activity. In order to identify the important factors for the customer satisfaction of the family restaurant in Korea, we attempt to test the validity of host call service as a significant variable in the family restaurant using Fishbein behaviour model. Based on literature review, the empirical study was conducted using the questionnaires for customers of the family restaurant in Seoul. Descriptive statistics, t-test, F-test and regression analysis were made of the gathered questionnaires using SPSS programs. The results shows that four hypotheses established in this study were significant. Therefore, host call service in the family restaurant should be introduced to increase the customer satisfaction. In conclusion, it proved that host call service in the family were the important factors that could satisfy the customers and the family restaurants will have to make a great effort to develop the differentiated service so as to enhance their competitiveness.

Keywords

Customer Satisfaction;Host Call Service;Fishbein Model;Customer Relationship Management (CRM)