• The Journal of the Korea Contents Association
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• v.7 no.9
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• pp.183-193
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• 2007

This paper is investigate the relations on the market orientation, service quality, customer satisfaction and customer loyalty in hotel restaurant. The research findings support that there are significant factors of market orientation between customer satisfaction and customer loyalty in hotel restaurant. That is, if hotel restaurant employees perceive a hotel restaurant to have high market orientation, they will have greater service quality. The greater the customer satisfaction of the hotel restaurant employees, the greater customer loyalty. It implies that hotel restaurant should have a great interest in internal marketing.

• Culinary science and hospitality research
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• v.24 no.1
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• pp.50-62
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• 2018

The purpose of this study was to overview the meaning of customer loyalty to segment customers based on their loyalty and to analyze the difference of loyal customers' perception of relational benefits in the restaurant industries. A self-administered questionnaire was distributed to 500 adults with dining experience at restaurants. Participants were given a brief description of loyalty and were made to choose a specific restaurant they felt loyal to and one with no loyalty. Attitudinal and behavioral loyalty were used in cluster analysis resulting 4 cluster groups. Each group was named true, spurious, latent, and low loyalty. After the groups were separated, ANOVA was used to see if the score of perceived relational benefit showed difference. All four relational benefit including social, psychological, economic, and customization benefit showed significant difference(p<.001). True loyal customers perceived relational benefit as the highest while low loyal customers showed the lowest. For latent and spurious loyal customers, it was found that latent loyal customers showed higher perception than spurious customers.

• Journal of the Korean Society of Food Culture
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• v.23 no.2
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• pp.172-183
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• 2008

The present study assessed how restaurant brand personality affected customer’s awareness/association, emotional-relationship and image, and how these factors influenced brand loyalty. As well, the influence of restaurant brand personality to brand loyalty was assessed. The model was tested in family restaurants in the metropolitan cities of Ulsan and Daegu. Between January 1 and February 28, 2007, questionnaires were distributed to restaurant patrons. A total of 274 questionnaires were statistically analyzed. Empirical results confirmed that restaurant brand personality increased brand awareness/association, brand emotional?relationship and brand image, and that these attributes increased brand loyalty. Restaurant brand personality affected brand loyalty. The research findings indicate that managers of family restaurants should pay attention to the emotional reaction of customers to their establishment. This involves employee actions that make dining a pleasurable experience.

• Journal of Distribution Science
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• v.19 no.6
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• pp.51-64
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• 2021

Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.

• Culinary science and hospitality research
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• v.17 no.5
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• pp.122-138
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• 2011

This study aims to investigate whether hotel brand personality predicts restaurant loyalty mediated through trust and satisfaction. An experimental design is applied to test six hypotheses that reflect the research questions. The guests who have experienced dining in five star hotels in Seoul are targeted for sampling. A total of 184 faithful cases out of 250 cases have been analyzed. To analyze the data, descriptive statistics and multivariate analysis of variance, and structural equation modeling (SEM) are employed using the SPSS and AMOS 7. The findings indicate that hotel restaurant customers' loyalty is positively influenced by hotel brand's ruggedness and sophistication. Also, all the variables in brand personality except excitement have a positive impact on hotel restaurant customers' trust. Noticeably, hotel restaurant satisfaction is increased through brand sincerity and sophistication. Finally, both restaurant trust and satisfaction have a positive impact on restaurant loyalty. In conclusion, these findings suggest that hotel practitioners need to develop the influential variables of hotel brand personality to elevate the level of restaurant loyalty.

• The Korean Journal of Food And Nutrition
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• v.28 no.6
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• pp.1082-1089
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• 2015

The aim of this study was to investigate the effect of food neophobia on restaurant image, customer satisfaction, and loyalty in ethnic restaurants. A self-administered survey for data collection 581 customers who visited an ethnic restaurant in August, 2015. Statistical analyses included descriptive analysis, t-test, ANOVA and regression analysis for SPSS 21.0. The finding of the study indicated that the differences of food neophobia score in demographic characteristics showed significant differences by age, occupation, dining-out frequency, and source of dining-out information, not by gender. The mean value of food neophilic group was significantly higher than food neophobic group in all items of restaurant image, overall satisfaction and customer loyalty. The regression analysis showed that tangible aspect, price aspect, and food aspect of restaurant image had positive effects on overall satisfaction and customer loyalty however employee service showed different result by groups. The finding of the study offer marketing strategies for ethnic restaurants to induce customer revisit.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.1-13
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• 2016

Since protecting the environment became a major issue in modern society, an increasing number of individuals have engaged in lifestyles of health and sustainability (LOHAS). The purpose of this study is to investigate the effects of restaurant and LOHAS images on customer satisfaction and loyalty. Particularly, this study analyzes the incremental information content of LOHAS image in the relationship between restaurant image and customer satisfaction/loyalty. A self-administered questionnaire was distributed to customers of casual-dining restaurants in three major cities (i.e., Seoul, Daegu, and Busan) in South Korea. The empirical findings suggest significant incremental information content of LOHAS image beyond general restaurant image in explaining customer satisfaction and loyalty.

• Culinary science and hospitality research
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• v.10 no.1
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• pp.46-63
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• 2004

The service quality factors which causes an effect in restaurant selections appeared with gain and loss factors of essence and the customers. The restaurant recommendation factor was appeared with shedding of blood characteristics. The research which sees Korean-style food party's decision making is difficult with the plan of the security and loyalty of customers presented. The marketing strategy for the customer loyalty of Korean-style food party will be able to be overcome. The critical point of the research which sees for the security of the loyalty customer selects a target market, and the strategy which invades intensively is necessary. The Korean-style food party decision may cause the customer fractionation anger which follows in market fractionation anger. It does not become accomplished from the research which sees but with the critical point of research to appear, the research of creation of the loyalty customer who applies a market fractionation anger necessity will be becomes feed with hereafter research subject.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• Journal of Distribution Science
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• v.14 no.8
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• pp.9-21
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• 2016

Purpose - This research analyzes the impact of motivations to dine out and selected attributes of customers on customer satisfaction and loyalty. Based on collected data, this study aims to suggest effective marketing strategies to help manage traditional Korean food restaurants. Research design, data, and methodology - The data were collected from the customers who visited traditional Korean food restaurants in Jeon-Ju for two months from December, 2015. The available data were 402 from collected 450 customers' data and they were analyzed by using SPSS 19.0. Result - These are the results of data analysis. First, environmental, personal and perceived factors influence on the motivations to dine out at Korean food restaurants which affect customer satisfaction. Next, selected attributes from Korean food restaurants have impacts on customer satisfaction. Third, motivations to dine out Korean food restaurants affect customer loyalty. Moreover, physical environments, curiosity and need satisfactions, which are the selected attributes, have impacts on customer loyalty. Lastly, it has been identified that customer satisfaction in Korean food restaurants influences customer loyalty. Conclusions - Satisfaction and good brand image of Jeon-Ju will increase customers' intention to revisit. This study has found that high customer satisfaction leads to re-visitation.