• Culinary science and hospitality research
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• v.17 no.3
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• pp.47-64
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• 2011

This research try to find the strategic implication through the importance-performance analysis for the customers who visited local Jeonju-Bibimbap restaurants. It also investigates the effect of the selection attribute of the restaurants on customer satisfaction and behavior intention as well as how customer satisfaction affects behavior intention. The survey was conducted targeting those who visited the local restaurants in Jeonju and had Jeonju-Bibimbap, and 251 copies of the questionnaire were used for the final analysis. As a result, the properties 'Environmental cleanliness' and 'Convenience of reservations' in IPA are probed as 'improvement needed as soon as possible'; the 'food(p<0.01)' and 'service(p<0.05)' factors significantly affect customer satisfaction; the 'physical environment(p<0.01)' and 'service(p<0.05)' factors have significant effect on behavior intention; lastly, it has also been found true that customer satisfaction significantly influences behavior intention(p<0.001).

• Journal of the Korean Dietetic Association
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• v.13 no.1
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• pp.15-29
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• 2007

This study was designed to : (a) investigate the present situations of a college union foodservice and suggest authority on establishing new college foodservice, (b) estimate the service quality attributes as perceived by students, (c) identify the effecting factor to customer satisfaction, and (d) formulate the plans and marketing strategies for the increasing usage rate of the foodservice in the future. The questionnaire that developed by interviewing student were conducted with 305 male and female students, who were registered for daytime classes. A total of 284 were usable and data was analyzed by the SPSS(ver. 11.0) for the descriptive analysis, factor analysis, reliability test, multiple regression analysis, t-test, and $x^2$. The decrease in the usage rate of college foodservice by the respondents were influenced most by the 'taste of meal' and next by the 'distance'. The service quality attributes of foodservice currently under operation were evaluated above the average only for the 'price' while evaluated generally to be in the lower level of the average or under for others. As the overall level of satisfaction with the college union foodservice, most of the respondents showed the 36% for the ‘dissatisfaction’ and dissatisfied at 54.4%. Two service quality dimensions,"food . sanitation . service" and "price and comfortable environment" were derived from factor analysis and the reasons for decreasing usage rate of the college foodservice both the nearly located group from college union foodservice(NG) and the far away located group from college union foodservie(FG) indicated the ‘poor taste’ and the 'far distance', and the 'evaluation of students' dining room showed a low rating for the factor of "food . sanitation . service". "food . sanitation . service" was analyzed to have more influence to the overall customer satisfaction.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.131-143
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• 2009

There are increasingly interests among researchers to focus on the relations between core benefits and situational variation of hotel restaurants, and make coordination of customer satisfaction and customer loyalty to be more profitable of hotels. This study has investigated how much core benefits were effected by situational variation on customer satisfaction and customer loyalty for hotel restaurants. The result is suggested as follows as explained to test this study. First, core benefits were effected on customer satisfaction and loyalty as significant relationship. Second, situational variation was significantly effected on customer satisfaction and loyalty. Third, customer satisfaction was influenced customer loyalty to be positive relations with satisfaction and loyalty for restaurants.

• Journal of Distribution Science
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• v.19 no.9
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• pp.91-100
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• 2021

Purpose: This study investigates the use intention of artificial intelligence (AI) food service stores for senior customers, which are becoming a trend in the service industry. Research design, data and methodology: For the study, the extended technology acceptance model (TAM) and motivated consumer innovativeness (MCI) variables, proven by existing researchers, were used. In addition to the effect of motivated consumer innovativeness on customer value, we investigated the effect of customer value on trust and use intention. For the study, 520 questionnaires were distributed online by an expert survey agency. Data was verified through validity and reliability. Results: The analysis results of the research hypothesis verified that functionally motivated consumer innovativeness (fMCI), hedonically motivated consumer innovativeness (hMCI), and socially motivated consumer innovativeness (sMCI) all had positive effects on usefulness and enjoyment. Furthermore, usefulness had a statistically significant positive effect on trust, but perceived enjoyment did not; trust was found to positively affect the intention to use. Conclusions: We compared the moderating effects of seniors' gender and age (at 60) between groups. Although there was no moderating effect of age, it was verified that regarding the effect of usefulness on trust, the male group showed a greater influence than the female group.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.252-266
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• 2016

The purpose of this study is to verify a relationship among service quality and customer satisfaction of wedding hall restaurants, and recommendation intention, as well as the moderating effect of image of wedding halls and hotels on the relationship. A hierarchical regression analysis thorugh SPSS was conducted to test the model hypotheses. Research samples were collected from 331 customers of wedding hall restaurants and hotels located in Seoul. The findings and implications of the research can be summarized as follows. First, the employees, facilities and environment service, and convenience of wedding hall restaurants had a positive effect on customer satisfaction of wedding hall restaurants. Second, evidence suggested that service quality of wedding hall restaurants had a positive effect on recommendation intention. Third, while there was a negative moderating effect of image of wedding halls and hotels between food and employee service quality and customer satisfaction, a positive moderation effect of image of wedding halls and hotels was found. Fourth, there was a negative moderating effect between customer satisfaction and recommendation intention.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.1-26
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• 2006

The life of modern society is going to be more scientific and rationalized. According to these trends, our dietary life was also dramatically changed. Family restaurants grew up by 30% every year was became the place of meeting and relaxation from the place of selling and eating. These demands request to improve an atmosphere, a facility and a service in family restaurants. The objective of the present study is to investigate the effect of the gap of service in family restaurant on customer loyalty based on Oliver's gap theory. These results could be contributed to make the strategy of marketing in family restaurants. The purpose of this study in detail is as below. First, it is determined the difference of its expectation and its outcome regarding on the family restaurant service. Second, it is investigated the relationship of the gap of family restaurant with customer satisfaction. The suggestions of the present study are as below. First, it is necessary to get a novel CI strategy to clean the environment of restaurant and to induce the customer desires for young females as a dominant customers. Second, it is need to improve the interior of restaurant and to develop foods for optimal dietary environments. Third, based on the customer loyalty of the present study, customer satisfaction belongs to optimal dietary environment and utilization, whereas the negative gap of service is commercial dietary goods and employee's service. Therefore, the continuous loyalty along with personal satisfaction intends to improve the maximized atmosphere and utilization on use. The main strategy of marketing could be focused on the improvement of commercial dietary goods and utilization for the satisfaction and demands of customers.

• Journal of the Korean Society of Food Culture
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• v.27 no.1
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• pp.19-29
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• 2012

The purpose of this study was to understand interrelationships among switching costs, customer satisfaction, and switching intent in a family restaurant. Based on a total of 427 customers obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of five hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=137.881 (df=50); p< .001; CMIN/df 2.758; GFI= .947; AGFI= .919, NFI= .965; IFI= .978; TLI= .970; CFI= .978; RMR= .047; RMSEA= .064. The results showed that switching cost (${\beta}$= .123) in a family restaurant had a positive (+) influence upon customer satisfaction. Further, switching cost had a significantly negative (-) effect on switching intent (${\beta}$= -.414). In addition, there were moderating effects related to customer knowledge and variety seeking orientation in terms of the causal relationships between switching costs, customer satisfaction, and switching intent. Limitations and future research directions are also discussed.

• Journal of the Korean Society of Food Culture
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• v.15 no.1
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• pp.41-49
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• 2000

The effort to understand customer is essential and customer satisfaction measurement tool is needed in today's intensively competitive environment of restaurants. The objectives of this study were to measure customers' expectation and satisfaction of service quality attributes and to identify relatively important attributes for overall satisfaction in restaurants. The questionnaires were distributed to 232 customers at 78 family-style, pizza and fast food restaurants. Statistical data analysis was completed using SPSS for t-test, ANOVA, factor analysis, Pearson's correlation and regression analysis. The results of this study were as follows: 1) four and six- dimensional structures were established from 25 expectation and satisfaction attributes, respectively. 2) Demographic variables and usage characteristics didn't affect on service quality expectation, but expectations were significantly different according to the types of restaurant. 3) Expectation/satisfaction matrix showed different patterns in 3 types of restaurant. 4) 'Quality of food' and 'atmosphere' were the most relatively important attributes for overall satisfaction in restaurants.

• Culinary science and hospitality research
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• v.22 no.1
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• pp.126-134
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• 2016

This study examines effect in customer satisfaction of the emotional intelligence of members at service providing department in the hotel; A case of five star hotels in Dajeon Research hypotheses were developed based on previous literature, and data were collected from 350 employees working at the hotel restaurant service business located in Daejeon, ROK, were investigated herein The collected data were then analysed using frequence reliability For this research analysis, a self-recording method was used where and examiner explains the survey and respondents writhen down their answers to survey questions Statistical processing in this study was done through data cidubg and data cleaning then with the SPSS(Statistical Package for Social Science)v. 18.0. This result the emotional intelligence of service-providing employees at food service department of hotel was found to have a positive effect on customer satisfaction via understanding of others and emotional control. And the understanding of oneself, understanding of others and emotional control in emotional intelligence had a positive effect on job satisfaction. Emotional control, and emotioal use were found to affect organizational commitment positively.

• Korean Journal of Community Nutrition
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• v.4 no.3
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• pp.466-478
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• 1999

A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.