• The Korean Journal of Franchise Management
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• v.9 no.1
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• pp.27-39
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• 2018

Purpose - Recently, the mobile application field has been receiving astronomical attention from the past few years due to the growing number of mobile app downloads and withal due to the revenues being engendered. Especially delivery apps by mobile service market is experiencing rapid growth and competition is intensifying. Therefore, delivery apps' choice attributes has become important as a strategy for survival of franchise firms. Based on previous studies, this research proposed the theoretical framework about the structural relationships among customer satisfaction, trust and revisit intention on delivery apps' choice attributes. Research design, data, and methodology - This study examines the structural relationship between choice attributes of using the delivery app, satisfaction, trust, and revisit intention. More specifically, this study has been examined from the perspective of Generation Y who is enjoying electronic commerce and shopping with mobile phone. In this model, choice attributes of delivery app consists of three sub-dimensions such as service quality, system quality, interaction quality. So as to test the purposes of this study, research model and hypotheses were developed. After excluding 24 invalid respondent questionnaires, 201 valid questionnaires were coded and analyzed using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 21 and SmartPLS 3.0. Result - The results of the study are as follows. First, service quality and interaction quality had positive effects on satisfaction, and interaction quality had positive effects on trust, but system quality did not have a significant effect on both satisfaction and trust. Second, satisfaction had positive effects on both trust and revisit intention. Third, trust had positive effects on revisit intention. Conclusions - The implications of this study are following as: From the theoretical perspective, this study confirms the effect of delivery apps' choice attributes on satisfaction, trust, and revisit intention. In addition, it is significant that we examined the influence of choice attributes of delivery apps on their attitudes and behaviors of Generation Y familiar with mobile environment. Through this study, we hypothesized that the attributes of service quality and interaction quality of delivery apps have a significant effect on customer satisfaction, and this can be expected to provide meaningful implications for the development of franchise restaurant industry. To encourage continuous repurchase through customer satisfaction, franchise companies need to establish various strategic alliances with delivery app companies and new growth engines by providing diverse and high-quality services to customers in the smart age.

• 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.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.188-202
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• 2008

The purpose of this research was to investigate the effects of various restaurant choice attributes on customer satisfaction that has positive influence on repatronage and word of mouth intent. This study examined relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was applied to total 478 customers who had visited restaurants around the northern part of Gyeong-gi province. The model was tested using SPSS 12.0 and AMOS 5.0 with 472 samples which received a 99% usable response rate. The results of empirical analysis were as follows: 1) menu quality has a significant effect on customer satisfaction and word of mouth intent. 2) service quality and convenience have a significant effect on customer satisfaction. 3) customer satisfaction has a significant effect on repatronage and word of mouth intent. 4) word of mouth intent has a significant effect on repatronage intent.

• Journal of the Korean Home Economics Association
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• v.45 no.6
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• pp.49-59
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• 2007

The purposes of this study were to determine the price elasticities of foodcourt-styled university foodservice, and to identify the attributes that affect these price elasticities. Questionnaires were distributed to 700 students at the K University in Masan, from September 21-27, 2006. 478 questionnaires were ultimately included in the final analysis(response rate: 68.3%). For statistical analysis, SPSS(12.0) was used to conduct the descriptive analysis, t-test, and ANOVA. The results of this study were as follows. The average meal price for in-campus foodservice was \ 2,196 and the average meal price for an off-campus restaurant was \3,044. The university students recognized that the proper price for in-campus foodservice and an off-campus restaurant were, respectively, \2,127 and \ 2,884. The price elasticities for foodcourt-styled university foodservice were 4.20(Kko-Bul-Kko-Bul), 3.83(Il-Poom-Hyang), and 4.10(Ne-Mo-Baek_Ban). The factors that affected price elasticity included the frequency of visiting foodservice, foodservice satisfaction, price satisfaction, and customer's responses to increased meal prices. The recommended price strategy for foodcourt-styled university foodservice was to lower meal price, which would attract more students and increase the sales volume. Simultaneously, foodservice managers should attempt to improve and increase customer satisfaction and the customer's perceived value for meal price. Overall, price elasticity may prove helpful in predicting the customer's behaviors on price changes, and may provide useful basic data for foodservice managers when establishing price strategy.

• Culinary science and hospitality research
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• v.14 no.1
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• pp.1-10
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• 2008

The purpose of this study was to measure the estimated coefficient and marginal willingness to pay of attribute level: origin logo, origin description, traditional food, fusion food, service guarantee, and price, which influence tourist preference for restaurants. Also, the study identified the attribute which confers the highest importance to tourists. Conjoint experiment and the ordinal probit model were used for this study. A total of 210 surveys were conducted by tourists. The findings from this study were as follows. First, the effects of all attributes on tourist preference for restaurants were statistically significant. Second, tourists regarded an origin logo as the very important attribute, and were more willing to pay for the case where the menu contained origin logo. These findings suggested new marketing opportunities for restaurant managers. Although this study provides some evidence on the value of the local product brand to tourists, a similar measure has not been developed for local residents. This is an area in need of future research.

• Industrial Engineering and Management Systems
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• v.15 no.1
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• pp.77-91
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• 2016

Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.

• The Korean Journal of Food & Health Convergence
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• v.8 no.1
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• pp.9-16
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• 2022

Recently, the use of serving robots has been increasing due to the increase in preference for non-face-to-face services and the rise in the minimum wage due to the coronavirus. When analyzing previous studies related to serving robots, it was confirmed that most of the studies on the functions and technologies of serving robots were conducted. Therefore, this study analyzed the factors affecting the attitude and customer satisfaction of restaurant consumers toward serving robots by adding performance expectations, effort expectations, and speed factors among the UTAUT2 models. The survey period was conducted from July 28, 2021 to September 9, 2021, and 306 out of a total of 310 surveys were used for analysis, excluding 4 unfaithful surveys. For the analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, and hypothesis test were performed using SPSS 20.0 and AMOS 20.0, and the research results are as follows. First, it was found that performance expectation, effort expectation, and speed had a significant positive (+) effect on attitudes. Second, it was found that attitude had a significant positive (+) effect on customer satisfaction. This study researched customer selection attributes of robot service restaurants using the UTAUT2 model, and also provided academic and practical implications.

• The Korean Journal of Food And Nutrition
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• v.21 no.1
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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.

• Culinary science and hospitality research
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• v.20 no.6
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• pp.69-79
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• 2014

How the menu selection attributes and menu design attributes influence the customer value and customer satisfaction is a major study object. In order to achieve the purpose of this study, a questionnaire survey was conducted to the consumers of 4 Western restaurants. Selecting 223 copies, the diversity of menu and convincibility of menu turned out to be influential on the customer value. In the Hypothesis 2, menu selection attributes turned out to be influential on the customer satisfaction. In the Hypothesis 3, menu design turned out to be influential on the customer value. In the Hypothesis 4, menu design turned out to be influential on the customer satisfaction. In the Hypothesis 5, the customer value turned out to be influential on the customer satisfaction. The study shows that the importance of menu selection and menu design is a significant in regards to customer value and customer satisfaction.

• Korean journal of food and cookery science
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• v.22 no.2 s.92
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• pp.122-130
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• 2006

This study was conducted to investigate the consumer perceptions of Koreans and foreigners towards Korean and Thai foods and restaurants. Self-administered questionnaires were collected from 129 foreign residents and 291 Koreans who have been members or the Thai travel association in the seoul area. statistical data analysis was performed using the SPSS v 10.0 program. From the evaluation of Korean and Thai foods and restaurants by foreigners, Thai foods/restaurants showed significantly higher ratings in the attributes of 'Food appearance', 'Food smell', 'Overall food taste', and 'Exotic food taste' In the attributes of 'Use of various food seasonings', 'Variety of food ingredients', 'Variety of menu', 'Food sanitation', and 'Fast restaurant service', Thai food/restaurants showed higher ratings than Koreanfood/restaurants. Korean foods were considered more salty than Thai foods. However, overall satisfaction of Thai and Korean foods/restaurants was similar at about '3.7' points on the 5-point Likert scale. From the evaluation by Koreans, there were no significant differences in the attributes of 'Food appearance', 'Food smell', and 'overall food taste'. however. the rating or 'Exotic food taste' was significantly higher in Thai foods. In the attributes of 'Use of various food seasonings', 'Variety of food ingredients', and 'Variety of menu', Thai food/restaurants showed higher ratings than Korean food/restaurants. Interestingly, the evaluation of sanitation of restaurants was opposite to that of foreigners.