• 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.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.33-56
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• 2005

The purpose of this study is to understand the critical role of customers' perceived service quality. in relationship marketing. This paper examined the relationships of service quality with customer satisfaction, and investigated the effects of trust and commitment. Data were collected from 242 people at hotel located in Taegu city. LISREL provided satisfactory model-fits in measurement model and structural equation model. The empirical results indicated that first, service quality takes strong effect on customer satisfaction and trust but not on commitment. Second, trust and commitment are importantly influenced by customer satisfaction. Third, service quality was found to indirectly contribute to trust and commitment. Finally, customer satisfaction is effective mediators linking service quality to trust and commitment. The effects of these variables on trust and commitment, which are based on social exchange theory, were empirically confirmed.

• Journal of Food Hygiene and Safety
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• v.28 no.1
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• pp.63-68
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• 2013

Ethyl carbamate (EC) is a contaminant generated in the fermentation processes of various fermented foods. In this study, residue levels of EC in 95 alcoholic beverage samples were determined by using Gas Chromatography/Tandem Mass Spectrometry (GC/MS/MS). All the samples were purified by a liquid-liquid extraction (LLE) method using dichloromethane. The LLE method enables an improvement in time and cost to detection and specificity over the conventional extraction methods. The limits of detection and quantification (LOD and LOQ) to analyze EC were 1.3 and 4.0 ng/mL, respectively. The recovery rates of EC were ranged from 90.0 to 97.5% at the levels of 50, 100, and 500 ug/L. Among traditional grain-based alcoholic beverage samples (n = 34), the average residue levels of EC in takju, yakju, and cheongju were 0.63, 7.01, and 14.11 ug/L, respectively. Among fruit-based alcoholic beverage samples (n = 48), those of EC in japanese apricot spirits, bokbunjaju, grape wines, and other fruit wines were 79.18, 1.66, 2.64, and 2.39 ug/L, respectively. Among distilled or diluted alcoholic beverage samples (n = 13), those of EC in soju (distilled or diluted), general distillates, liquors, and brandies were 0, 3.30, 8.20, and 8.52 ug/L, respectively. Therefore, this study reports that the residue levels of EC in the alcoholic beverages, distributed in the current domestic markets, did not reach its maximum allowed levels of 30 and 400 ug/L established for grape and fruit wines in Canada, respectively.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.175-199
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality, the research in future should subdivide service quality more. I, finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.7
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• pp.231-266
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• 1997

TQM is a whole process of systemizing, documenting and measuring of service quality scientifically to achieve zero defects in product quality and to continue to improve the body of the product quality by itself. To have this process be improved continuously, first of all it needs to prepare an ideal environment to understand and to conform to its internal and external customers', that is every guests' and employees' expectations and demands. Then it has to be followed by the next step removing some negative aspects that could be derived from the first mentioned process The third step is to cut the cost be suitable compensation rather than an attitude trying to solve the problems in an easy way. The last essential factor for setting up TQM system is to make good use of the outstanding feature or process as it is reviewed against the superior benchmark. The purpose of this study is meet the customers' expectations and to maximize the hotel's profits by searching TQM(total quality management) strategy in hotels. To attain this research's objective, it follows these three details. Firstly, it defines TQM and its contents. Secondly, it provides the standard of hotel TQM throughout some case studies. Thirdly, it suggests TQM strategic plan in tourism hotel as one of professional management strategies. Two useful methods are used together to achieve the goal of this study. To confirm its theoretical consideration, descriptive studies by the research documents its theoretical consideration, descriptive studies by the research documents published in and out of the country is used. The other is case studies of TQM execution in real hospitality industry, which present the cases of the airline, Jefferson Memorial and the hotel. This research is targeting to demonstrate the successful TQM's exercise in a hotel industry by completing the theoretical studies and case studies on service product quality with an understanding of its importance. As it is said earlier, to lead to the successful TQM's practice, it is necessary to maintain a constant training of the employees. Secondly, it also must identify where it has to focus on to deliver a professional quality management. Thirdly, effective quality management organization needs to be build up. The manager's strong will to accomplish and the employee' active participations are the last condition to be succeed. Once again this study places an emphasis on the fact that TQM is critical to maximize the customers' satisfaction and the hotel's profitability. It is also very worthwhile to have every people working on front line recognize why the TQM is important and further more how they can contribute to improve their service quality by a positive participation and a careful observation of TQM's operating in their property.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.35-50
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• 2011

This study aims at conducting an empirical research on customer satisfaction and customer loyalty targeting the customers of public enterprise hotel restaurants in downtown Seoul. It seeks to activate management as a result of customer satisfaction and customer loyalty based on the theoretical background and positive research. The collected data was analyzed in factor, reliability and multiple regression analyses by using the SPSS 12.0 statistical program. As a result of this study, it was shown that product service, employee service, customer management service and facility service all have influenced on customer satisfaction. Finally, the customer satisfaction has an effect on customer loyalty.

• Korean journal of food and cookery science
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• v.21 no.5
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• pp.693-702
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• 2005

The purpose of this study was to provide useful information for establishing efficient marketing direction by investigating the performance (satisfaction) and importance for the quality of Korean traditional commercial beverages. The subjects were 320 participants (130 males and 190 females) in Daegu and Kyungpook. The importance and satisfaction score of Korean traditional commercial beverages were measured on a five-point Likert scale. The results are summarized as follows. The overall satisfaction score on Korean traditional commercial beverages was 2.96 points. The beverages with the highest satisfaction scores were 'green tea' (3.48 points) 'shickhae' (3.35 points) and 'rice tea' (3.34 points) whereas 'ppongip tea' (2.58 points) 'gugija tea' (2.63 points) and 'gukhwa tea' (2.64 points) scored lowly. From the analysis of the difference between importance and performance of Korean traditional commercial beverages, importance (3.11 points) was rated much higher than performance (3.66 points). In the IPA result, it was important to continuously maintain 'taste', 'hygiene', 'freshness', 'period of circulation', 'wrapping condition' etc. Some items such as 'nutrition', 'safety', 'health', and 'ingredient' did not need intensive care and operation.

• Proceedings of the Korea Hospitality Industry Research Society Conference
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• 2005.11a
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• pp.1-20
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of Information Technology Services
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• v.17 no.3
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• pp.1-16
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• 2018

There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor's customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.

• Korean Journal of Food Science and Technology
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• v.40 no.5
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• pp.485-490
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• 2008

In this study, organic tea leaves were characterized with the aim of developing an organic beverage process. The green tea leaves grown using organic farming techniques were collected in Haenam, Korea. Catechins in green tea leaves were extracted by chloroform and ethyl acetate and these were then analyzed quantitatively and qualitatively by HPLC (high pressure liquid chromatography). The color and pH values of the green tea extracts were also measured. The catechin levels of April-harvested, May-harvested and June-harvested, semi-fermented leaves at 0.5% were 66.24, 29.19, 57.11, and 5.27 ${\mu}g/mL$, respectively. Among the detected catechins, the level of (-)-epigallocatechin gallate was the highest while that of (-)-epigallocatechin was not detected. The June-harvested leaves were selected as raw material for development of the green tea beverage, based on the levels of catechins, economic viability and yield of tea extract. As the level of extract increased, the levels of catechins of 0.1, 0.2, 0.5% also increased by 1.5, 11.78 and 41.01 times. From the results of the sensory evaluation of June-harvested leaf-extract, the sensory score of color was the highest in 0.1%, while the flavor and overall quality were the highest in 0.2%.