• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• 한국관광식음료학회지:관광식음료경영연구
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• 제12권1호
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• pp.37-56
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• 2001

This study was to examine what factors of Relationship marketing are in Korean, Chinese, Japanese, and American. The seven factors of relationship marketing consist of facilities/atmosphere, convenience, level of factors, customer-contact service, communication service, relevance of price, customer benefits. The empirical results and implications are as follows. First, the facilities/atmosphere, relevance of price in Korean restaurants convenience, level of food in Chinese customer-contact service, level of flood in American restaurants were high. Second, among activities of relationship marketing, facilities/atmosphere, convenience, level of food, relevance of price were significant higher in Korean restaurants than in others, and customer-contact service, communication a7vi7e, customer benefits were significant higher in American restaurants than in others.

• 한국조리학회지
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• 제13권3호
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• pp.127-136
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• 2007

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.

• 한국식생활문화학회지
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• 제24권6호
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• pp.721-727
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• 2009

In this study, the current status of the business foodservice industry, evaluation of leftover food and customer satisfaction with foodservice at direct operation and consignment foodservice businesses in Chungbuk were examined. This study has managerial implications in terms of improving the quality and effectiveness of the business operation of the foodservice industry. The sample size of this study included 800 customers who use foodservices provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. From these 800 customers, a total of 692 were used (direct operation foodservice (n=361) and consignment foodservice (n=331) businesses). The results were as follows; First, as for the main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, 'the close location' had the high percentage. Approximately 41% of respondents were not satisfied with the foodservice in the employee restaurants. Second, leftover food from consignment foodservices was higher than that for direct operation foodservices. Third, there were significant differences in customer satisfaction with five areas of foodservice between the two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in the direct operation foodservice was higher than that of the consignment foodservice. In terms of the satisfaction level of foodservices, mealing process was the highest, followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses. Overall, satisfaction with the business foodservice was affected by the customers' satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, 'food' and 'information and service' were important areas for determining overall customer satisfaction with foodservice. In addition, the overall satisfaction was negatively correlated with the quantity of leftover food in the direct operation and consignment foodservice business.

• 한국조리학회지
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• 제23권4호
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• pp.144-162
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• 2017

This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

• 한국관광식음료학회지:관광식음료경영연구
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• 제14권2호
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• pp.139-152
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• 2003

The hotel restaurant has recently focused on increasing profits through better food and beverage service and sales. Especially, The modern Society, Called a Service - economized Society, is moving to Service Quality. Therefore, The Concerns about Service Quality is increasing and its competition is getting Stronger in the World. The Purpose of this Study was to find areas that needed to customer satisfaction in the department of the hotel restaurant. The customer satisfaction with the quality of service should profits in the restaurant of hotel. The Purpose of this study are as follows: The first, through the questionnaire, what is the main Hotel Restaurant Service Quality Influencing Customer Satisfaction\ulcorner Second, The result showed, as hypothesized, that significant difference in attribution among experimental groups existed for each factor of the independent variables.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• 경영과정보연구
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• 제23권
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• pp.99-134
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• 2007

In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

• 한국식품영양학회지
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• 제21권1호
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• pp.97-105
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• 2008

An IPA model was used to evaluate customer service encounters at a large food court; also the gaps between importance and performance from were also evaluated from both perspectives. The findings of this study will be applied in order to improve service quality at various large food service operations. A total of 298 customers from a large shopping mall food court completed the study questionnaire, asking them to evaluate the important and performance attributes of service. Seven underlying dimensions were identified and labeled by factor analysis: factor 1 was "safety": factor 2 "time": factor 3 "atmosphere": factor 4 "quality of food": factor 5 "menu attributes": factor 6 "comfort": and the last and seventh factor was "comprehension". As a result of IPA analysis the overall mean scores between the importance attributes and performance attributes showed significant differences by independent t-tests(p<0.001). Quadrant I was classified with unnecessary items including interior design, proper lighting, suitable chairs, and proper room temperature. In quadrant II thirteen variables showed high scores for both importance and performance, such as various menu choices, hygienic food, dishes, chairs, food court, kitchen, and employees; proper ventilation, employee kindness, waiting time to order, and received food; automatic system for ordering-serving. Quadrant III included eight variables identified as low priority, including appearance of food, nutrient content of food, proper portions, new menu, proper music, proper location of cashier, services for children and efficiency of movement. In quadrant IV six variables were included as areas to focus management's efforts, such as food taste, proper food temperature, use of safe food materials, maintenance of food quality, existence of preferred foods, and proper food prices. These results suggest that food court customers have interests that are distinct from restaurant customers and may need to be treated differently. It is anticipated that this data will be useful to the foodservice industry in order to segment customer characteristics by different dinning behaviors.

• 한국식생활문화학회지
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• 제24권6호
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• pp.581-587
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• 2009

This study was conducted to establish basic data to improve the service quality of the Korean food service industry by evaluating the experience that Chinese tourists have at Korean restaurants. To accomplish this, we analyzed the common dining out style of Chinese tourists and how their expectations were influenced by the Korean culture and movies and dramas. We then compared the customer satisfaction of Chinese tourists before and after visiting Korean restaurants. The results of this study suggest that before and after visiting Korean restaurants. The results of this study suggest that advertising of the Korean culture and movies and dramas to Chinese who dine out on a regular basis should be accelerated. In addition, the Korean food industry must develop distinct marketing strategies and improve the food menu and service to satisfy Chinese tourists who visit Korea often.