• Journal of the East Asian Society of Dietary Life
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• v.17 no.2
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• pp.266-273
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• 2007

The purpose of this study was to measure the effects of service quality mediating the linkage among food and beverage price, restaurant image and value. A total of 273 questionnaires were completed. MANOVA, ANOVA and ANCOVA were used to measure the mediating effect of service quality on the relationships among food and beverage price, restaurant image, and value. The effects of food and beverage price and restaurant image on service quality and value were statistically significant. As expected, when food and beverage price and service quality were regressed on the value, the service quality was significant and the effect of the food and beverage price was reduced. Moreover, when restaurant image and service quality were regressed on the value, the restaurant image and service quality had a significant effects on value. The results demonstrated that service quality played a mediating role in the relationship between food and beverage price and value, and between restaurant image and value.

• Journal of the Korean Society of Food Culture
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• v.25 no.5
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• pp.578-588
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• 2010

The purpose of this study was to investigate the effects of perceived price and servicescape on employee service quality, food and beverage quality, and customer value in Daegu Korean restaurants and to suggest methods for them to become the food mecca of Korea and the world. The samples for this study were customers of nine Korean restaurants in Daegu. A total of 368 questionnaires were analyzed with factor analysis, a reliability test, and a covariance structural analysis. The results showed that perceived price was positively related to employee service quality and food and beverage quality and that servicescape was positively related to employee service quality and food and beverage quality. However perceived price, servicescape, employee service quality, and food and beverage quality were not related to customer value. The reasons were that these factors did not influence perceived customer value in Daegu Korean restaurants. The Daegu municipal office should require these restaurants to develop distinguished employee service and food and beverage quality and conduct consistent marketing to Koreans and westerners, so that these restaurants can become the food mecca of Korea and the world.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.14 no.2
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• pp.139-152
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• 2003

The hotel restaurant has recently focused on increasing profits through better food and beverage service and sales. Especially, The modern Society, Called a Service - economized Society, is moving to Service Quality. Therefore, The Concerns about Service Quality is increasing and its competition is getting Stronger in the World. The Purpose of this Study was to find areas that needed to customer satisfaction in the department of the hotel restaurant. The customer satisfaction with the quality of service should profits in the restaurant of hotel. The Purpose of this study are as follows: The first, through the questionnaire, what is the main Hotel Restaurant Service Quality Influencing Customer Satisfaction\ulcorner Second, The result showed, as hypothesized, that significant difference in attribution among experimental groups existed for each factor of the independent variables.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.14 no.2
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• pp.17-22
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• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.277-294
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• 2016

This study was to empirically determine the relationship between hotel food & beverage service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage' customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.187-202
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• 2004

As the economy grows rapidly and the national income level increases, the service industry has become more important and its size gets larger. Especially, the food industry undertakes a continuing growth of consumer expenditures through no nationalization of food, consumers varying patterns of eating out, and individualization. However, it includes many problems with improving service quality towards customers owing to the absence of systems and philosophy to realize customer satisfaction management. Therefore, this study conducted a study with Korean traditional restaurant customers to measure their perceived service quality, to verify what factors most influence consumer satisfaction, and to suggest ways to meet the costumer needs by integrating the study results and developing high service quality.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.205-218
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• 2009

The purpose of this study was to analyze what effects the service quality of the food and beverage section have on its organization value in the value-oriented hotel business, how the organization value influence work performance, and what causal relationships exist among variable factors such as service quality, organization value, and work performance for helping get the hotel business more profitable through guiding service improvements. For conducting the study, full-time staff working at the restaurants of premium hotels in Seoul participated in the test as samples from January 10th to January 22nd, 2009. The statistical data analyses were completed using the SPSS 12.0 program, and frequency analyses, reliability analysis, factor analysis, multiple regression analysis were conducted. The main results of this study were as follows. First, service quality of the food and beverage section in the hotel business caused positive effects on organization values. Second, it was found that the organization value and service quality also positively influenced work performance. Third, among service quality, organization value, and work performance, service quality had a direct effect on business performance, and organization value played an indirect role to cause effects on work performance through service quality. Accordingly, all of the workers engaging in the hotel business, including board of directors, ordinary managers and staff working at the food and beverage section, are highly required to recognize how keenly important service quality is for the hotel business.

• Culinary science and hospitality research
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• v.3
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• pp.181-202
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• 1997

It is a Heavy Factor of the Labor, Food and Beverage Raw Materials Cost for the Food Service Industry Management of a Hotel Restaurant Operation. Especially, Food & Beverage Raw Materials are the Primary Factor of Determine the Product of Food & Beverage Quality for Sale in the Restaurant and that are Accompany with Cost. Therefore, This paper included that Analyze and Research of Purchasing Pattern, Propose to a New Concept of the Food & Beverage Purchasing Management for a Action about Purchasing Management Effectively.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.14 no.1
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• pp.79-93
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• 2003

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.21-41
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• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.