• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Culinary science and hospitality research
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• v.23 no.3
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• pp.196-206
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• 2017

This study intended to examine the Korean restaurant customer's recognition about GIAP and to measure the reliability for them, and to figure out their effects on the customer's satisfaction and revisit intentions. Accordingly, research model had been set up and also hypotheses was made up according to pre-studies and pre-investigation results. Factor analysis and reliability analysis were concluded as valid results by the Cronbach's Alph for GIAP, customer satisfaction and revisit intention each other. Firstly, the effect of GIAP on the customer satisfaction was showed positive significance about four factors - perceived quality, reliability, authenticity and security on the customer satisfaction by the multiple regression analysis. Secondly, The effect of GIAP on the customer's revisit intention was showed positive significance about four factors - perceived quality, reliability, authenticity and security on the customer's revisit intention by the multiple regression analysis. Thirdly, the effect of the customer satisfaction on the customer's revisit intention was showed positive significance by the simple regression analysis. This study focused on medium level-cost Korean-pop restaurant so as to investigate general popular's recognition about the GIAP and intended to figure out their revisit intention. Therefore, the results are useful for increasing the food-service strategy system. Informations about the GIAP in restaurants can be credible to the restaurant customers.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.415-426
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• 2008

In order to cope with the severe business environment and possess the competitive advantage in the food service industry, the effect of organization culture and leadership on competitive advantage in food service companies was investigated. The friendly culture was regarded as important in relation between corporate culture and leadership. And the tendency to participate was shown to be highly correlated to leadership. Leadership and competitive advantage were influenced by the tendency to participate, differentiation and competence. The corporate culture and competitive advantage were affected by the friendly culture, differentiation and competence. Especially, the organization culture was more important than leadership. Therefore, it is necessary to execute the tendency to participate, differentiate products, service and management, and attract customers. And the maintenance of competitive power is required to develop a new product, evaluate customer satisfaction, and improve decision making, problem solving and crisis management.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.187-202
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• 2004

As the economy grows rapidly and the national income level increases, the service industry has become more important and its size gets larger. Especially, the food industry undertakes a continuing growth of consumer expenditures through no nationalization of food, consumers varying patterns of eating out, and individualization. However, it includes many problems with improving service quality towards customers owing to the absence of systems and philosophy to realize customer satisfaction management. Therefore, this study conducted a study with Korean traditional restaurant customers to measure their perceived service quality, to verify what factors most influence consumer satisfaction, and to suggest ways to meet the costumer needs by integrating the study results and developing high service quality.

• Journal of Distribution Science
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• v.18 no.4
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• pp.5-12
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• 2020

The Purpose: This study aims to identify the characteristics of customer satisfaction of the restaurants delivery applications that is increasing globally, especially in Korea. Due to demographic changes, social trends and the development of food science, customers no longer want to visit restaurants. This represents an important change in the restaurant business, and related research is also very urgent. Research design, data, and methodology: With 296 surveyed questionnaire, the study analyzed to verify the validity and reliability of measured variables in Korea. And structural equation model was used for hypotheses test of the research. Results: The result showed that consumers' usefulness, mobility, and reliability influenced on satisfaction. Specifically, mobility and reliability influencing the satisfaction and loyalty as well. And significant impact of satisfaction and loyalty are also corroborated. However, the path from informative to both satisfaction and loyalty was not statistically significant. This means food application developers should no longer focus on providing too many information, instead, concentrate on improving mobility and trust of mobile applications. Conclusions: This study analyzed the influence of attributes of food delivery applications on satisfaction and loyalty, and suggested crucial strategic implications of delivery marketing companies involved in the implementation of mobile application developers.

• Journal of the Korean Society of Food Culture
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• v.12 no.1
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• pp.23-33
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• 1997

The aim of this study has been two fold - to analyze the degree of utilization of Korean menu items in family restaurants; and to evaluate consumer satisfaction with the quality of family restaurant food and food-related service. A self-completed questionnaire survey of 280 consumers having meals in 6 family restaurants in Korea was undertaken and detailed information was collected from each. Consumer satisfaction with the quality of food and food-related service in family restaurants was evaluated by consumer questionnaires. It was measured by assessing 24 variables. Statistical data analysis was using SAS package program for descriptive analysis, t-test and analysis of variance. Importance mean score of customers was 4.07 out of 5, with performance mean score of 3.19. The gap between importance and performance scores was 0.87. The Importance-Performance Analysis (IPA) technique was used for obtaining information of the degree of utilization of Korean menu items in family restaurants. By the results of the IPA technique, menu items with fair to poor performance and high importance to the customer were cooked meals, noodles, steamed and grilled dishes, Korean salads, kimchi, beverages, single-dish course, suggesting that customer seemed to be dissatisfied with the degree of utilization of Korean menu items in family restaurants.

• Korean Journal of Community Nutrition
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• v.10 no.6
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• pp.943-951
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• 2005

The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality'(p < .001), 'customer reception' (p < .001) and 'personnel attitude' (p < .05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice qualify. (Korean J Community Nutrition 10(6) $943\∼951$, 2005)

• Journal of Distribution Science
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• v.20 no.12
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• pp.71-79
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• 2022

Purpose: This study aimed to apply factors of successful online marketing strategy for food distribution SMEs and the effects of these successful strategies to achieve higher performances. Research design, data, and methodology: Questionnaires were used to collect data from 400 samples of SMEs in Thailand. We employed structural Equation Modeling techniques for data analysis. Results: The results revealed that distribution strategies directly affected the success of business operations, as follows: 1) Customer communication channels, product variety, preserved privacy, and personal service had direct positive effects on the distribution success in terms of financial perspective, customer perspective, internal process perspective, and earning and growth perspectives; 2) Ability to learn a competitor had a positive direct relationship with the distribution success in terms of financial perspective and learning and growth perspectives, excluding customer perspective and internal process perspective; and 3) Responses to market on time had a positive and direct influence on distribution success in terms of customer, internal process perspective and learning and growth perspectives excluding financial perspective. Conclusions: This research has made an essential contribution to SMEs that they should focus on and adopt these 6ODS+4BSC concepts as development guidelines for food distribution SMEs to be more efficient and effective.

• Culinary science and hospitality research
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• v.22 no.4
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• pp.277-287
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• 2016

This research was conducted over four weeks from April 1, 2016 until April 30. Data collection was of responses from customers who a self-targeting customers who have visited more than 10 eating out establishments in downtown Seoul. First, a regression analysis was conducted to analyze the effect of activity of the food service industry marketing communications on customer satisfaction. First, advertising, B=0.107 (p<.001), convenient, B=0.093 (p<.05), social B=0.294 (p<.01), PR B=0.334 (p<.001), sales promotion B=0.542 (p<.001), personnel sales each had a significant positive influence (+) on customer satisfaction B=0.111 (p<.01). Secondly, menu selection catering property between marketing communications and customer satisfaction analysis of the impact of human Sales were significantly positive (+) Publicity Department had the effect of (-). In addition, advertising and sales promotion did not have any moderating effect.

• Culinary science and hospitality research
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• v.20 no.3
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• pp.22-36
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• 2014

This study aims to analyze the effects of the selecting attributes of medicinal food on recognition & customer satisfaction in Gyeongju Area. For this study, the data was analyzed using SPSS WIN 20.0 for an empirical analysis. Moreover, the survey questions were sent out to 300 people and 256 questionnaires among them were returned for using the sample data. The results are as follows. First, the selecting attributes had a significant impact on the cognition of professionalism while they didn't on the cognition of health food. Second, the cognition of health food and the cognition of professionalism had a significant impact on satisfaction. Third, the service attribute had a significant impact on satisfaction while the nutrition attribute and the professionalism attribute didn't. Based on the results of this study, medicinal restaurants should provide professionalism, service, nutrition in order to enhance customer satisfaction and their competitive power in the restaurant market.