• 한국관광식음료학회지:관광식음료경영연구
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• 제13권2호
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• pp.11-25
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• 2002

The purpose of this study was conducted to provide the useful information to get the best location when developing new stores in restaurant business. The results of this study show that the international airport's store provides better service quality in most service quality factors than other locations' stores. However, the three city stores perform better service quality in the store's atmosphere than the airport's store. These results means that these stores' customers who are younger than the airport's customers consider the shop's atmosphere more important than other service quality factors.

• 한국관광식음료학회지:관광식음료경영연구
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• 제17권1호
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• pp.85-107
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• 2006

The study reviewed a literature on a role and importance of physical environment of a hotel service and determinant factors including a renovation. Also, the study showed how the service physical environment influenced satisfaction, quality of relationship, and customer loyalty. The Sampling method used a convenience sampling of non-probability sampling methods. samples were from domestic customers experience the hotel services for more than five years of the 1st deluxe hotel in seoul. The collected 200 questionnaires were used to analyze empirically. Regression analysis were used to verify hypotheses. Service physical environment influenced satisfaction, quality of relationship and customer loyalty significantly.

• 한국관광식음료학회지:관광식음료경영연구
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• 제12권2호
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• pp.59-78
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• 2001

The domestic food service industry has established its industrial basis since the overseas brands were introduced and international events were held in Korea. It also has showed a prominent growth rate as consumers began to show more interests in leisure and quality of working life(QWL) At this, the employees, constituting Points of contacts with consumers of the food service industry, have emerged as a Primarily critical concern in order for the food service industry, which can affect people in various ways, to adopt our own food culture and develop its business quality. In the food service industry, as a relatively labour-intensive industry, the manpower service is considered very important. Whether the industry succeeds or not depends on the role of employees as the quality of service of employees can decide the quality of the industry itself. In spite of the importance of employees in the food service industry, not many researches have been Performed on the personnel management of the industry, as Koreans traditionally have hold a prejudiced view on the food service industry and it is only a short time since the food business began to be considered as an industry. This thesis aims at research on the factors affecting job satisfaction of the employees by dealing with the importance and characteristics of the role of employees of the food service industry and theoretical background of the job satisfaction. The presumable factors affecting the job satisfaction are divided into several groups ; characteristics of organization, working condition, human relationship, psychological factors, and its reputation in the labour market. Hypotheses and models, where those factors affect the employees, are formed. Statistical methods such as correlation analysis and multiple regression are used in order to verify those hypotheses. Alternatives to improve job satisfaction of employees are suggested based on the analysis. It is expected that there will be more active researches on employees of the food service industry, as this thesis has selected employees of the food service industry as its subjects while subjects of similar researches have been mainly hotel employees so far.

• 한국항공운항학회지
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• 제19권1호
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• Journal of Information Technology Applications and Management
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• 제17권3호
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• pp.25-41
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• 2010

F&B(food and beverage) in accommodation industry is a key service that determine the satisfaction of customers in tourism industry. As the importance of the management of quality gets increasingly highlighted in service industry, the innovation in the management of service quality and satisfaction in tourism industry is gaining high attention. In this research, we focused on the improvement and innovation of the management of procurement process for F&B service based on the smart use of information technology. A case and scenario analysis of the improvements in the management of procurement process is performed focusing on a medium-size accommodation business. Future opportunities and potential of further IT-based innovation is discussed.

• 한국관광식음료학회지:관광식음료경영연구
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• 제15권2호
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• pp.73-98
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• 2004

For the successful hotel restaurant, careful research on the customers needs, their changes and the understanding should be on the first step. The aim of this study is to find out hotel restaurant user's satisfaction factors and provide useful information for the decision of its marketing policy. Questionnaire survey, after the preliminary survey, had been performed from 23 Sep 2002 to 02 Oct 2002, for 10 days. 240 questionnaires had been collected and 25 excepted which filled out not properly. 215(86%) questionnaires are included for the analysis. For the enhancement of hotel restaurant customers' satisfaction degree, following suggestions are recommended. The development of distinct hotel service is needed. Also the effort for making hotel buffet restaurant not only for dining place but also customers oriented facilities, with various events and shows, is required. Periodical checking on the food quality, presenting new menu to the customers and keeping consistent food taste and quality areneeded. The studies on the diverse ways for specified and new customers, such as advertisement, promotion, easy access to the hotel restaurant, discount coupon and customer smilage service are needed.

• 한국식생활문화학회지
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• 제20권6호
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• pp.661-667
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• 2005

한식 외식업체의 환경특성과 서비스품질 및 재구매 의도에 관한 연구를 실증 조사하여 살펴봄으로써 한식 외식업체의 어떠한 환경특성 요인이 서비스품질과 고객의 재구매 의도에 영향을 미치는 가를 살펴보았다. 첫째, 27개의 한식 외식업체 환경특성에 대한 요인분석 결과, 불평에 대한 처리와 외식업체에서의 전망 변수를 제외하고 서비스 요인, 분위기 요인, 식음료 요인, 이벤트 요인 등의 4개 요인이 도출되었다. 둘째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 서비스 요인과 식음료 요인이 서비스품질 중에서 종사원 서비스품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 서비스 요인과 식음료 요인, 그리고 이벤트 요인이 서비스품질 중에서 식음료 서비스품질에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 실증분석 결과 도출된 4개의 환경특성 요인들 중에서 분위기 요인은 서비스품질(종사원 서비스품질, 식음료 서비스 품질)에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 다섯째, 실증분석 결과 서비스품질 요인들인 종사원 서비스 품질과 식음료 서비스품질은 각각 재구매 의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 이와 같이 한식 외식업체의 환경특성과 서비스품질 및 재구매 의도에 관한 연구를 실증 조사하여 각각의 관계를 살펴본 결과, 다음과 같은 시사점을 나타낼 수 있다. 첫째, 기존 선행 연구에서와 같이 분위기 요인을 제외하고는 모든 환경특성 요인들이 서비스품질에 영향을 미치는 것으로 나타났다. 이는 한식 외식업체를 이용하는 이용 고객이 일반 서양의 레스토랑을 이용할 때와는 다르게 분위기 요인에 대하여 크게 관심을 두지 않기 때문이란 것을 나타낸다. 둘째, 전반적 종사원 서비스품질과 식음료품질이 재구매 의도에 영향을 미치는 것으로 나타났다. 이러한 결과는 한식 외식업체에 있어서 종사원의 전반적인 서비스품질과 식음료품질에 영향을 미치는 요인이 무엇인가를 확인하고 이를 강화하기 위한 전략을 수립하여야 한다는 것을 의미한다. 셋째, 본 연구의 결과는 한식 외식업체들이 고객들의 재구매 의도를 높이기 위해서는 한식 외식업체의 서비스요인, 식음료요인, 이벤트 요인 등을 강화함으로써 전반적인 종사원 서비스 품질과 식음료품질을 높이는 전략을 취해야 한다는 것을 시사해주고 있다. 본 연구는 대구 경북소재 한식 외식업체만을 대상으로 하여 연구를 실시하여 연구의 일반화와 한식 외식업체를 이용하는 이용 고객들이 한식 외식업체를 재방문하는 재구매 의도가 발생하는데 있어 발생하는 과정을 설명하는 종단적 연구를 실시하지 못한 한계점을 가지고 있다.

• 한국관광식음료학회지:관광식음료경영연구
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• 제7권
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• pp.41-59
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• 1997

After the industrial revolution, we have changed whole life-styles. This trend has brought a change in our eating style. Nowadays, the great number of people go out to eat-even three meals a day. As a result, the growth rate of food service industry increases day by day. Some restaurants are managed by the large scale company and others by the small scale ownership. Though developed countries are in the maturity step of the product life cycle in this field, we are in the growth step. We will hold the in 2002. A lot of tourists and the press will rush to Korea. They must have their meals at the restuarant. Therefore, we need more practice to satisfy them and to lead to successful management in this field. Also, we need an evaluation to qualify each business so that our food service industry does not decline compared to other country's. This study is trying to find how to evaluate and qualify each business in the various areas: service, the quality of food, the mood of the restaurant and so on. In addition, it includes the restaurant rating form.

• 한국조리학회지
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• 제5권2호
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• 한국조리학회지
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• 제10권1호
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• pp.32-45
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• 2004

This study is about choice attribution of customers make in food and beverage events. The researcher provided practical plans to uplift food-related enterprises and activate management through surveys and positive analyses, targeting customers who use food services. First of all, all event plans must include customer demands, social changes, special qualities of the business, and market research. Second, low demand season must be customers will be induced to the events. Third, prediction for market variable and solutions must be thoroughly examined and plans should look into the future to maintain a long period of time. Fourth, sufficient communication between planners and employees should be made before the event starts, so that food and beverage businesses can gain trust and quality of event services.Fifth, immaterial service and visible goods/menus in business of food and beverage events must be closely matched. Sixth, menus introducing a variety of merchandise, quality of nutrition and health of the business should be developed. Also, events from countries(regions) should be hold to create a market of cultural exchange. Seventh, for hereafter event plans, feedbacks are needed concerning customers needs and demands through customer care, after the food and beverage events. Eight, faculty management for convenience, kindness, safety, and life preserver accommodations in parking areas must be made, as automobiles are necessaries for people in Mycar era. The ninth, off-line and on-line care through on-line business construction and production of homepage must be done, due to the fact that even the well-made events are bound to fail if they are not delivered to the customers.