The Influences of Service Quality, Product Quality and Pricein University Foodservice on Customer Satisfaction

대학교 학생 식당의 서비스 품질, 메뉴 품질, 가격이 고객 만족에 미치는 영향 - 부산 지역을 중심으로 -

  • Kim, Kwang-Ji (Dept. of Restaurant & Food Service Management, Dong-Eui University) ;
  • Cho, Yong-Bum (Dept. of Restaurant & Food Service Management, Dong-Eui University)
  • 김광지 (동의대학교 외식산업경영학과) ;
  • 조용범 (동의대학교 외식산업경영학과)
  • Published : 2007.09.30

Abstract

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

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