• 동아시아식생활학회지
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• 제17권2호
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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.

• 한국식생활문화학회지
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• 제25권5호
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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.

• 한국관광식음료학회지:관광식음료경영연구
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• 제14권2호
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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.

• 한국관광식음료학회지:관광식음료경영연구
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• 제14권2호
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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.

• 한국조리학회지
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• 제22권5호
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• pp.277-294
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• 2016

본 연구의 호텔 식음료서비스 품질과 고객만족 및 브랜드 애호도 관계를 실증 분석하였다. 본 연구의 대상은 서울시내 특1급 호텔을 이용하는 소비자를 대상으로 설문조사를 실시하였다. 총 300부를 배부하여 265부를 회수하고, 불성실 답변 5부를 제외한 260부를 연구 분석에 사용하였다. 연구 결과는 다음과 같다. 호텔 식음료 서비스 품질은 종사원 서비스, 시설, 편의성, 탁월성의 4개 요인으로 구성되었으며, 가설 1은 호텔 식음료영업장의 서비스품질 요인이 고객만족에 정(+)의 영향을 미치는 것으로 나타났다. 가설 2는 종사원서비스, 시설이 기각됨에 따라 부분 채택되었다. 가설 3은 고객만족이 브랜드 애호도에 정(+)의 영향을 미치는 것으로 나타났다. 따라서 유의한 결과를 토대로 관리 강화를 통한 지속 가능한 경영을 통해 더욱 심화되는 경쟁 환경 속에서 경쟁력을 확보할 것으로 사료된다.

• 한국관광식음료학회지:관광식음료경영연구
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• 제15권2호
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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.

• 한국조리학회지
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• 제15권2호
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• pp.205-218
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• 2009

본 연구의 목적은 서비스를 지향하는 호텔에서 식음료 부서의 서비스 품질이 조직 가치에 어떠한 영향을 미치는지, 조직 가치는 업무 성과에 어떠한 영향을 미치는지, 서비스 품질과 조직 가치 및 업무 성과 간에는 어떠한 인과관계가 있는지를 분석하여 서비스 개선을 통한 영업활성화에 보탬이 되고자 한다. 조사 대상과 기간은 서울시내 특1급 호텔 레스토랑에서 근무하고 있는 정직원으로 2009년 1월 10일부터 2009년 1월 22일까지 조사를 하였다. 수집된 자료는 SPSS 12.0 통계 프로그램을 이용하여 빈도분석, 신뢰도분석, 요인분석, 다중회귀분석, 경로분석을 실시하였다. 연구의 결과는 첫째, 호텔 식음료 부서의 서비스 품질은 조직 가치에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 조직 가치는 업무 성과에 정(+)의 영향을 미치는 것으로 나타났다. 서비스 품질은 업무 성과에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 서비스 품질과 조직 가치 및 업무 성과 간의 인과관계에서는 서비스 품질이 업무 성과에 직접적으로 영향을 미치며, 간접적으로 서비스 품질이 조직 가치를 통하여 업무 성과에 영향을 미치는 것으로 나타났다. 이러한 결과를 통해 호텔 경영자와 식음료 부서의 관리자 및 종사원은 서비스 품질의 중요성을 인식하고 업무를 수행하여야 하겠다.

• 한국조리학회지
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• 제3권
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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.

• 한국관광식음료학회지:관광식음료경영연구
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• 제14권1호
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• pp.79-93
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• 2003

• 한국관광식음료학회지:관광식음료경영연구
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• 제16권1호
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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.