• Industry Promotion Research
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• v.6 no.1
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• pp.9-13
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• 2021

In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)'s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.

• Culinary science and hospitality research
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• v.9 no.1
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• pp.51-64
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• 2003

The study aimed at conducting the comparative analysis of the service quality and the degree of satisfaction in the area of foods and beverages between recreational hotels and business hotels. Thus the quality of service was set up as tangibleness, reliability, responsive quality, confidentiality and sympathetic quality; the customer satisfaction was classified into the overall satisfaction and the degree of satisfaction of experience in using and analyzed. As the result of it, business hotels indicated higher than recreational hotels in tangibleness, reliability, confidentiality, the overall satisfaction and the degree of satisfaction of experience in using. Even in the effects of the service quality on the degree of satisfaction, there was difference between recreational hotels and business hotels. In conclusion, there is difference in the service quality and the degree of satisfaction on foods and beverages between recreational hotels and business hotels. Besides, to improve the degree of satisfaction on the field of foods and beverages of hotels, it is most important to understand the characteristics of main customers who use hotels.

• Journal of the Korea Safety Management & Science
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• v.12 no.4
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• pp.215-222
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• 2010

This paper reviewed the relationship between organizational culture and service quality, and the moderating effect of tenure in service business. Based on the responses from 586 employees, the results of multiple regression analysis showed that rational culture and affiliation culture have positive relationships with all service quality factors. The results of moderating analysis showed that rational culture has more positive relationships with tangibleness, reliability, responsiveness, and empathy in which tenure is longer. Also progressive culture has more positive relationship with empathy in which tenure is longer.

• Culinary science and hospitality research
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• v.11 no.3 s.26
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• pp.40-55
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• 2005

The purpose of this study was to understand the effect of customers' repurchase intention, extract important factors, systematically analyze them and suggest the direction of bakery industry through studying the customers' satisfaction with bakeries. The researcher modified the questionnaire developed by Park, CH(1998), Lee, JH(2000), Yoon, YC(2000), and Kim SE(2002). In order to assess the level of customers' satisfaction with bakeries, a five point Likert scale was used. The used statistical methods for the data analysis were frequency analysis, reliability analysis, t-test factor analysis, ANOVA, multiple regression analysis. For all analyses of the research question, an alpha level of.05 was used. The major findings obtained from this study were as fellows. First on the factors of reliability and service ability, there was a high difference between males and females, and singles and the married. Second, on the factors of accessibility using convenience, service ability, and service response, there was a high difference among using frequence. Third, on the reliability factors, there was a high difference among average using amount per month. Forth, on the factors of accessibility using convenience, and service response, there was a high difference among types of customers' residing styles. Fifth, on the factors of income level, there was statistically no difference. Lastly, on the factors of accessibility using convenience, tangibleness, and service response, these factors significantly influenced customers' repurchase intention.