• Culinary science and hospitality research
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• v.13 no.4
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• pp.1-18
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• 2007

The purpose of this study is to investigate the properties of restaurant customer's choice and to present the desirable service of restaurants. The experimental data were collected from the questionnaire answered by 182 restaurant customers in Seoul. One-way ANOVA and $x^2$(Chi-square) verification analysis were performed with the SPSS WINDOW 10.0 program to investigate statistical significance of the data. As the results, it was revealed that the food factor was most important when the customers choose a restaurant. And then, the importance of the choice properties was in the following order, that is, the food factor, the hygiene and cleanness factor, the employee's service factor, the visiting convenience factor, the indoor mood factor, the menu factor, the amenity factor for children. In addition, it was confirmed that some choice properties of the customers are dependent on the general characteristics such as sex, age, occupation, income etc. Therefore, it is essential that restaurants should provide various services related with the choice properties by understanding the choice properties according to the customer's characteristics.

• Journal of the East Asian Society of Dietary Life
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• v.16 no.6
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• pp.753-762
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• 2006

The purpose of this research is to analyze the importance and satisfaction level with the service of Korean restaurants for Japanese and Chinese students in Korea. Self adminstered guestionnaires were collected from 204 Japanese and Chinese students in Korea. The data was statistically analysed using t-tests, one-way ANOVA, reliability test, factor analysis and regression test. The average values of importance-factor and satisfaction-factor were significantly different. Based on analyses of the 20 service level factors, satisfaction level was significantly lower than importance level. Satisfaction-factors such as quality of food, hygiene of restaurant and employees, service level, and atmospheres, significantly influenced the overall satisfaction level of Korean food and restaurants.

• Journal of the Ergonomics Society of Korea
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• v.30 no.1
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• pp.169-177
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• 2011

The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

• 한국노년학
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• v.29 no.3
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• pp.1063-1085
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• 2009

The purposes of this study were to investigate the transition of elderly's welfare service utilization and to examine the factors affecting their utilization as time passed. To solve these research questions, the behavioral model presented by Andersen and Newman(1973) was applied. Using Hallym Aging Panel data consisted of 3 waves from 2003 to 2007, autoregressive modeling and regression analysis were applied for research purposes. The results of this study were as follows; (1) The experiences of welfare service utilization were increasing gradually. The complimentary service for the aged was utilized generally, but leisure service and community service were not used in common. (2) Past experience of service affected service utilization in the following times. (3) The factors affecting older adult's service utilization were different among the types of services. Nonetheless, the factors affecting continuously during the periods were found: age as predisposing factor and area as enabling factor in the complimentary service; area and existence of spouse as enabling factor in leisure service; education as predisposing factor and service cognition as enabling factor in community service. Enabling factor has affected more consistently than other factors. The results showed that special attention should be paid to balanced regional arrangement for welfare resources and the public relation considering the elderly's intellectual level.

• The Journal of Industrial Distribution & Business
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• v.13 no.3
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• pp.25-34
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• 2022

Purpose: Food delivery services are rapidly increasing due to the recent COVID-19 outbreak. This study examines how much taste, price, brand, and reliability affect the satisfaction of delivery apps and delivery companies in food delivery services, as well as its effects on repurchase intentions. Research design, data and methodology: Empirical analysis was conducted through questionnaire survey on a coffee shop that started delivery services. Reliability and validity were analyzed, and hypotheses were verified through confirmatory factor analysis, discriminant validity analysis, and path analysis using structural equation modelling. Results: The factors affecting the satisfaction of delivery apps at coffee shops were taste and brand image. Only 'taste' had a statistically significant effect on the factor that made consumers feel satisfaction. In addition, satisfaction with delivery apps of coffee shops and delivery companies had a statistically significant effect on repurchase intention. The company should focus on improving the image of the coffee application rather than the corporate image. Conclusions: Now and in the future, F&B companies will have to recognize and respond, as well as rethink on how to deliver satisfaction of delivery apps and delivery companies to consumers in the ever-increasing delivery competition. This study provides implications through satisfaction analysis of coffee delivery apps and companies.

• 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 Journal of Asian Finance, Economics and Business
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• v.4 no.3
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• pp.85-94
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• 2017

The paper examines critical factors affecting consumer behavioral intentions in accepting online health communication through social networking sites. Unlike recent research under this topic, the paper assimilates some components of service quality dimensions and consumer behavior theories. The paper employs factor analysis and structural equation modelling analysis with latent variables to identify critical factors from the survey data collected from Korean consumers. The results of the study identifies three major constructs: consumer needs for health information, the perceived value of tangible attributes of health information providers, and the perceived value of intangible attributes of health information providers. The results show that consumer needs for health information and the tangible and intangible attributes of health information providers should be considered as important antecedents of accepting online health communication through social networking sites. The findings suggest that the success of online health communication via social networking sites largely depends on the tangible and intangible attributes of health information providers.

• Journal of Korean Society of Transportation
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• v.27 no.6
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• pp.7-18
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• 2009

In 2008, there are 135 service areas, which provide for drivers to convenience on expressways. But there are some problems on parking capacity, because it is failed to calculate the appropriate parking lots of the service area. The fundamental problem is that the size of parking lots is calculated by simple value; despite there are various factors of utilization, congestion, and turnover. This paper describes a study on proper coefficient for calculating the appropriate service area, considering the characteristics of drivers' behavior. We conducted statistical analysis with the surveyed data in "Status of the expressway facilities in 2004." Analysis results show there are some difference by day and night, and vehicle type with the factor of utilization, congestion, and turnover, and there are different usages according to expressway route. The results indicate that the usage of a service area have different characteristics by time and space, and vehicle type.

• Journal of Korean Society for Quality Management
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• v.40 no.1
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• pp.25-38
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• 2012

Service FMEA may yield several possible corrective actions for each failure mode with large RPN. Corrective actions for each service failure are usually interrelated with the customers and environmental elements of the service system. SWOT analysis can provide an effective way to analyze the inner and outer environmental impacts for each corrective action. In this paper, we suggest a way for selecting and ranking corrective strategy in service operation based on SWOT analysis. Every candidate of corrective action strategy is ranked and evaluated on the basis of the impact factors of the SWOT variables, correlations between possible corrective actions and SWOT variables, and RPNs of service failures. The most desirable set of corrective actions is selected considering the preference score of each corrective action, required resources and budgetary allowance. The proposed methodology is demonstrated with an illustrative example.

• Journal of Korean Society for Quality Management
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• v.37 no.1
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• pp.56-68
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• 2009

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students' experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high Priority to improve dormitory service.