• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.14 no.5
• /
• pp.2157-2167
• /
• 2013

The current paper aims to analyze the influence of users' self evaluation of e-service quality and others' word-of-mouth(WOM) on customer satisfaction and revisit intention in a family restaurant web site. The research model includes the constructs of service quality, WOM, customer satisfaction, and revisit intention. This study examines the hypothesized model using data from 175 college students around the Seoul metropolitan area who have visited a family restaurant as well as used its web site during the last three months. The findings show that service quality has a significant impact on customer satisfaction and a full-mediation effect between WOM and customer satisfaction. In addition, customer satisfaction has a significant influence on revisit intention. Family restaurants need to have an effort to manage service quality factors and social influences such as online WOM in order to use a web site as a tool of customer relationship management.

• Culinary science and hospitality research
• /
• v.17 no.2
• /
• pp.153-167
• /
• 2011

This study intends to make an empirical analysis of menu quality and brand image factor that influence customer satisfaction and repurchase intention in family restaurants. For this study, a survey was conducted targeting family restaurant customers in Seoul and Gyeonggi area from October 2nd, 2010 to October 17th, 2010 using a self-administered questionnaire filled out directly by respondents. A total of 264 copies was used for the analysis. The results were summarized as follows. First, menu quality had a significant effect on brand image while menu quality and brand image on customer satisfaction. Also, customer satisfaction had a significant effect on repurchase intention.

• Journal of Digital Convergence
• /
• v.11 no.9
• /
• pp.67-78
• /
• 2013

The purpose of this research is to draw family restaurant's strategic operation plan by seeking factors in diverse angles that can affect consumer's evaluation on the service of family restaurant that executes SST(Self Service Technology). For this purpose the research investigated the relationship among technology readiness, customer participation, service quality, customer satisfaction and service repurchase intention. As a result, First optimism and innovation in technology readiness positively affected service quality. Second, emotional participation and physical participation in customer participation positively affected service quality, but informational participation did not positively affect service quality. Third, service quality positively affected customer satisfaction, and customer satisfaction positively affected service repurchase intention. Therefore, this research confirmed marketing effectiveness of technology readiness and customer participation and proved the possibility of service quality, customer satisfaction and service repurchase intention as antecedent variables.

• Korean journal of food and cookery science
• /
• v.17 no.1
• /
• pp.13-22
• /
• 2001

This study was to investigate the reason of family restaurant cook part employee's turnover. One hundred and forty seven family restaurant employees in Seoul area were surveyed to obtain the information from Oct. 1 to 10 in 2000. There were sixty males and eighty seven females. The group of twenty years old to twenty nine years old(95,2%) was the largest one by age, and the group of junior college graduated(71.4%) was the largest one by learning. On order, manager was 4.1%, captain was 13.6%, and employee was 82.3%. Except 15.6% employee, almost family restaurant cook part employees' service of duty was under 2 years. The highest scored turnover factor was work system(3.59), and then human relation(3.18), another way(3.11), unbelievable management(3.04). The rest factors effected on turnover not too much. The mean of female's turnover factor score(3.06) is higher then male(3.00), the group of over fifty years 0Id(3.32) had the highest mean score in aged group, on learning, the group of Master degree's mean score(4.24) is highest. The manager's mean score(3.23) was highest in order, and the employees who's service duty was over five years(3.35) had the highest mean score in service duty group.

• Proceedings of the Korea Hospitality Industry Research Society Conference
• /
• 2005.11a
• /
• pp.1-20
• /
• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of Digital Convergence
• /
• v.14 no.7
• /
• pp.103-115
• /
• 2016

This study examines the relationship among family restaurants' service guarantee, service quality, service value, customer satisfaction and customer loyalty, involvement to verify the marketing effectiveness of service guarantee in family restaurants. For the empirical analysis, a survey was conducted with 250 adults in Seoul and Gyeonggi. For the collected data, frequency analysis, reliability analysis, factor analysis were carried out, using SPSS 21.0, in order to verify reliability and validity. And multi regression analysis, hierarchical analysis were used for hypothesis test. According to this study result, first, service guarantees were shown to have a positive effect on service quality, service value and customer loyalty. Second, service quality had a positive effect on customer satisfaction. Third, service value had a positive effect on customer satisfaction. Fourth, customer satisfaction had a positive effect on customer loyalty. Fifth, in the relationship between service guarantees and customer loyalty, involvement played a moderating role. Therefore this study has verified the marketing effectiveness of service guarantee in family restaurants, so it can be said that the study has drawn strategic operation methods in family restaurants.

• Korean Business Review
• /
• v.20 no.1
• /
• pp.55-71
• /
• 2007

The purpose of this study is to view the development process of customer satisfaction about service recovery by grafting disconfirmation theory an important paradigm in explaining customer satisfaction upon the Justice theory the recently on-going study of handling unfairness and to substantiate and analyze the influence of the perceived justice the important decisive factor in satisfaction about service recovery and disconfirmation about service recovery on customer satisfaction. The following conclusions are made according this study. First, the higher the expectation about service recovery is, the higher the standard of disconfirmation appears. Second, disconfirmation about service recovery turns out to have positive influence on customer satisfaction about service recovery. Third, the higher the perceived justice about service recovery is, the lower the level of disconfirmation about service recovery appears.

• 월간 기계설비
• /
• s.246
• /
• pp.86-87
• /
• 2011

`TGIF'라고 하면 무엇이 떠오를까? "유명한 패밀리 레스토랑"아니면 "서양 사람들이 주말 잘 보내라고 하며 쓰는 말인 Thank God It's Friday"정도일 것이다. 필자 역시 얼마 전까지 그랬다. 그런데 그것이 엄청난 시대의 변화 밑에서 잠자고 있다는 뜻임을 최근에 알았다. 그렇게 말하면 너무 가혹하고 무례한 진단일까? 하지만 이 시대에 가장 화두가 되고 있는 트렌드 하나를 놓치고 있는 것만은 확실하다. 2011년을 뒤집어 놓을 SNS(Social Network Service)에 관하여 잠시 후 본문에서 간단히 살펴보자.

• The Journal of the Korea Contents Association
• /
• v.11 no.11
• /
• pp.413-423
• /
• 2011

Service environments are known to have effects on quality recognition in fine-dining and family type restaurants. The current study explores that the effects are also likely in the fast-food type ones. To verify the research method factor and reliability analysis of SPSS version 18.0 are applied. The program is also used to test the influences among variables. With multiple regression analysis the study finds that there is a significant effect of service environment on quality recognition in fast-food type restaurants. The study also finds that employees' uniform and cleanliness are more influential than waiting time which is generally known as a key factor in fast food service restaurants.

• Culinary science and hospitality research
• /
• v.13 no.1 s.32
• /
• pp.24-40
• /
• 2007

This study investigated an effective countermeasure of each restaurant under the present market conditions by grasping consumers‘ brand recognition and preferences over six restaurants in the metropolitan area centering around Seoul and comparing and analyzing selection properties that satisfy customers. The survey used a self-recording method that respondents write in the answers in person, and its subjects were the customers of restaurants in the metropolitan area from July to August, 2006. We made the MDS(multidimensional scaling) analysis of the available data from 408 respondents, using the SPSS statistical analysis program. The result was as follows. First, there were intensely competitive relationships between Nolboo Bossam and Wonhalmeoni Bossam, and between Outback Steakhouse and TGIF. Marche and Bennigan’s, however, didn‘t have a competitive relationship but kept a complementary one. Second, Wonhalmeoni Bossam was most favorably commented upon in its facilities, atmosphere, location, services, convenience(business hours, parking, transportation), recognition(popularity, fame, advertisement), sanitation and cleanliness, reasonable prices (food and drinks), etc., and then came Nolboo Bossam, TGIF, Outback Steakhouse, Bennigan’s, and Marche in that order. Third, in case of selection properties on taste of food, TGIF was estimated as the best, and then came Outback Steakhouse, Bennigan's, Marche, Wonhalmeoni Bossam, and Nolboo Bossam.