• Asia pacific journal of information systems
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• v.33 no.3
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• Journal of the East Asian Society of Dietary Life
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• v.18 no.1
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• pp.149-157
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• 2008

This study examined the cost consciousness, food materials satisfaction, job satisfaction, and degree of food materials management of chefs, as a means to increase food materials management efficiency in hotel restaurants and to make suggestions, for efficiently reducing food material costs, Chefs from eleven 5-star hotels and one exceptional-grade restaurant in Seoul were asked to fill out a questionnaire for sampling. A total of 350 questionnaires were distributed and 334 were returned (95.4% return rate). The characteristics of the respondents were examined by population statistics analysis, and the chefs' cost consciousness, food materials satisfaction, and job satisfaction were examined by descriptive statistics after reliability and propriety analyses. The degree of cost consciousness in the respondents was very high and this degree of consciousness proved to have a partially significant impact on the degree of food materials management. That is when the chefs were more conscious about cost, the degree of food materials management was high. This implies that food materials satisfaction can be enhanced by enhancing the degree of food materials management. Job satisfaction also had a partially significant, influence on the degree of food materials management. Therefore, it is necessary to maintain consistency in the quality and inspection of food materials, provide related information, enhance the satisfaction level for standards of food materials and improve policies for welfare and career after retirement in order to enhance the job satisfaction of chefs and subsequently reduce costs in relation to the level of food materials management.

• Culinary science and hospitality research
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• v.22 no.3
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• pp.212-223
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• 2016

The purpose of this study is to verify information spillover effects using returns of macroeconomic variables and hotel leisure stock index daily data from January 4, 2000 to December 30, 2015. The findings and implications of the research can be summarized as follows. First, based on time-varying AR(1)-GARCH(1,1) models no evidence of statistically significant conditional mean and volatility spillover effects from returns of macroeconomic variables on the hotel leisure stock index was observed. In addition, no evidence of price volatility spillover from macroeconomic variables on the hotel leisure market was observed. Second, it was discovered that there exists a significantly negative relationship between the return of ER and hotel leisure stock prices, but a positive relationship between the KOSPI and hotel leisure stock prices. Finally, the study also found that was a significantly positive relationship between the volatility of DUB and hotel leisure market, and an adversely negative relationship between the volatility of ER and hotel leisure market. The results of this study are expected to contribute by providing useful information for investment strategies, as well as for risk management for investors and managers.

• Korean journal of food and cookery science
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• v.30 no.2
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• pp.200-211
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• 2014

This study was conducted to identify the sensory characteristics of four kinds of wild vegetables (samnamul, miyeokchwi, daraesoon and bangpung namul), which were prepared through three different soaking methods: SBS (soaking both before and after boiling), BS (soaking only after boiling) and B (never soaking). Moreover, it also compared the consumer acceptance of these samples in Korea. A descriptive analysis was performed on 12 samples (Sam_SBS, Sam_BS, Sam_B, Miyeokchwi_SBS, Miyeokchwi_BS, Miyeokchwi_B, Daraesoon_SBS, Daraesoon_BS, Daraesoon_B, Bangpung_SBS, Bangpung_BS and Bangpung_B) by 10 trained panelists. Furthermore, 115 consumers evaluated the overall acceptance (OL), acceptance of appearance (APPL), odor (ODL), flavor (FLL), and texture (TXTL) of the samples using a 9-point hedonic scale; they also rated the perceived intensities of toughness, roughness and moistness using a 9-point just-about-right (JAR) scale. According to the results of the PLSR data, the Sam_SBS sample, which had significantly (p<0.05) high muddiness, moistness, brightness, redness, oily appearance, sesame oil flavor, softness and greasy attribute scores, presented the highest acceptability and consumer desire scores for consumers. On the other hand, the Miyeokchwi_B and Bangpung_B samples, which had relatively high toughness, crispiness, roughness, bitterness and, astringent attributes scores, were the least preferred samples. Therefore, the muddiness, moistness, brightness, oily appearance, sesame oil flavor, softness and greasy attributes were drivers of "liking," whereas toughness, crispiness, roughness, bitterness, astringent attributes acted as drivers of "disliking" for consumers.

• Journal of the Korean Society of Food Culture
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• v.30 no.5
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• pp.674-681
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• 2015

The purpose of this study was to analyze factors affecting acceptance of four kinds of dak-jjim samples in third year school-aged children (n=100). Soy sauce, red pepper paste, Vietnam fish sauce, and star anise were applied to samples for their familiar and exotic characteristics. Significant differences among samples were observed in odor, taste, and acceptance (p<0.001). Soy (Soy sauce sample), RPPaste (Red pepper paste sample), and Soy_FishS (Soy sauce and Vietnam fish sauce sample) samples scored higher than Soy_StarA (Soy sauce and star anise sample) sample. On the other hand, there were no significant differences in intensities of saltiness, sweetness, and hot spicy flavor (p>0.05). Liked attributes in samples were saltiness, sweetness, chicken flavor, potato flavor, moistness of chicken, hot spicy flavor, and color. Disliked attributes in samples were hot spicy flavor, saltiness, and ginger flavor. Significant differences among samples were observed in familiar intensity and willing to try again (p<0.001). Soy, RPPaste, and Soy_FishS samples scored higher than Soy_StarA sample. Panels considered taste (46%) and nutrition (45%). Higher familiar intensity of sample was associated with higher acceptance in samples. In other words, familiarity of food affects acceptance of food. Therefore, familiar ingredients such as soy sauce and chicken can be used for development of Korean menu items considering taste and nutrition with enhanced Korean food acceptance in school-aged children.

• Journal of the East Asian Society of Dietary Life
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• v.22 no.6
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• pp.836-850
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• 2012

This study was conducted to identify the sensory characteristics of the Korean traditional confectionery, dasik, prepared under different conditions and to compare their consumer acceptance in Korea. To accomplish this, descriptive analysis of eight samples prepared using two types of rice cake powder, dasik (Rflour, Rflour_Omija), brown rice powder red ginseng dasik (Brice_Ginseng_P), pinepollen dasik (PineP), black sesame dasik (BSesame), bean dasik (Rbean), and two types of mungbean starch dasik (Starch_Omija, Starch_Greentea), was conducted by ten trained panelists. In addition, 81 consumers evaluated the overall acceptance (OL), acceptance of appearance (APPL), odor (ODL), flavor (FLL), and texture (TXTL) of the samples using a 9-point hedonic scale, as well as the perceived intensities of sesame flavor, sweetness, and hardness using a 9-point just-about-right (JAR) scale. Partial least square- regression (PLSR) indicated that the BSesame and Rbean samples, which had significantly (p<0.05) high roasted sesame, burnt, greasy, glossy, and cooked chestnut flavor scores, had the highest acceptability and consumer desire scores. Additionally, the PineP and Rflour_Omija samples, which had relatively high particle size, transparency, roughness, spoiled tofu, fermentation and raw rice flavor scores, were the least preferred samples. Therefore, roasted sesame, burnt, greasy, glossy, and cooked chestnut flavor attributes were considered drivers of "liking" whereas particle size, transparent, roughness, spoiled tofu, fermentation, and raw rice flavor attributes acted as drivers of "disliking" among consumers.

• Journal of Korea Entertainment Industry Association
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• v.13 no.8
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• pp.93-106
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• 2019

This study is purposed to make sure of the Effects of Hotel Brand Equity on Enterprise Trust and Customer Citizenship Behavior. For this study, the effects of Hotel Brand Equity on Enterprise, the effects of Hotel Brand Equity on Customer Citizenship Behavior and the effects of Enterprise Trust on Customer Citizenship Behavior were analyzed statically by the method of multiple regression analysis. Hotel Brand Equity consists of 3 elements(Perceived Service Quality, Brand Image, Brand Awareness), Enterprise Trust is made of 2 elements(Enterprise Ability, Enterprise Sincerity) and Customer Citizenship Behavior has 2 element(Guest Preference, Guest Helping). As a result, three things have been found. First, Perceived Service Quality has a positive influence on both of Enterprise Trust and Customer Citizenship Behavior which means that Perceived Service Quality is the most essential element for hotel marketing performance. Second, Brand Image has a positive influence partly on Enterprise Trust, that is, only on Enterprise Ability, not Enterprise Sincerity and also on both Guest Preference and Guest Helping whereas Brand Awareness has a positive influence on both of Enterprise Ability and Sincerity but it has no influence on Customer Citizenship Behavior. Third, Enterprise Sincerity has a positive influence on both of two elements in Customer Citizenship Behavior whereas Enterprise Ability has a positive influence on only Guest Helping.

• Korean Journal of Community Nutrition
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• v.11 no.4
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• pp.502-511
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• 2006

The purposes of this study were to measure job satisfaction levels of dietitians engaged a in contract food service management company, and to examine the impacts of personal characteristics and organizational characteristics on the job satisfaction of dietitians. The questionnaires developed for this study were distributed to 230 dietitians of contract food service management companies in the Seoul and Gyeonggi areas, and a total of 187 (81.3%) questionnaires were used for analysis. Statistical analyses were completed using SPSS (Win 11.5) for descriptive analysis, correlation analysis, t-test and ANOVA. The average job satisfaction score of the dietitians was 2.83, which is lower than "not satisfied" and "not dissatisfied" (3), "Marital status" (p < 0.001), "payroll per year" (p < 0.001), "age" (p < 0.05) and "work experience as a dietitians" (p < 0.05) had significant effects on job satisfaction of work and environmental factors. "Operating group" (p < 0.05), "type of menu" and "type of service" also affected the job satisfaction. Overall, it is important that managers of contract food service management companies establish specified human resource management strategies with understandings of the characteristics of their dietitians and companies to enhance the job satisfaction of dietitians, and to achieve their managerial goals.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.1
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• pp.85-107
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• 2006

The study reviewed a literature on a role and importance of physical environment of a hotel service and determinant factors including a renovation. Also, the study showed how the service physical environment influenced satisfaction, quality of relationship, and customer loyalty. The Sampling method used a convenience sampling of non-probability sampling methods. samples were from domestic customers experience the hotel services for more than five years of the 1st deluxe hotel in seoul. The collected 200 questionnaires were used to analyze empirically. Regression analysis were used to verify hypotheses. Service physical environment influenced satisfaction, quality of relationship and customer loyalty significantly.

• Culinary science and hospitality research
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• v.12 no.3 s.30
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• pp.75-90
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• 2006

The purpose of this study is to understand how to activate field training internships through former researches related to training internships. The concept of field training is the same as education of work experience. Students have experienced the skills of practical jobs in the tourism industry and could enhance acquisition of professional theories. According to domestic former researches, students who participated in hotel field practice hardly satisfied with internships due to unreasonable duties, burdens and circumstances regardless of efficiency of school curriculum. Also, they showed dissatisfaction with compensation. However, foreign studies have only focused on communication between hotels and schools. Finally, in order to activate industrial field training internships, schools and hotels have more delicate harmonization to address training internship problems. In addition, promoting field training internships must include proper incentives and must be supported by school. And also the hotel management must offer incentives to the students who are under field training internships in the hotel. From internship programs, students could get much more benefits in hotel job application.