A Study of Customer Satisfaction upon to the Service Quality in Restaurants

외식업체에서 제공되는 서비스 품질에 대한 고객만족도에 관한 연구

  • Jung, Kyoung-Ock (Department of Hotel Culinary Arts & Nutrition. Kaya University of Gimhae)
  • 정경옥 (가야대학교 호텔조리영양학과)
  • Published : 2005.02.28

Abstract

The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.

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