• 한국조리학회지
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• 제14권2호
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• pp.181-192
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• 2008

The objective for this study was to clarify the relationships between perceived value, customer satisfaction, switching intention, and loyalty for foodservice. A total of 258 questionnaires were completed. Structural equation model was used to measure the causal effect. Results of the study demonstrated that the confirmatory factor analysis result for the data also indicated good model fit. The unrestricted model yielded a significantly better fit to the data than the restricted model. The influences of perceived value on customer satisfaction, switching intention and loyalty were statistically significant. The influences of customer satisfaction on switching intention and loyalty were statistically significant. Moreover, customer satisfaction played a mediating role in the relationship between perceived value and switching intention. Customer satisfaction also played a mediating role in the relationship between perceived value and loyalty. The obvious implication is the need for further consideration of similar composite models. The possible moderating effects of such individual characteristics as risk aversion, involvement, and experience/expertise, or switching cost might be relevant pursuits in future research. Finally, this research illuminates the need for additional research that considers the effect of perceived value and satisfaction on customers' decision-making and corporate profits.

• 한국식품영양학회지
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• 제20권4호
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• pp.516-524
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• 2007

This study was conducted to evaluate contract foodservice's websites. The survey sample consisted of students majoring in food and nutrition having good knowledge of foodservice. The questionnaire requested information related to demographics, internet usage, contract foodservice company websites, and the evaluation of the websites. The data were analyzed using SPSS for windows(version 12.0). The results are summarized as follows. From the results of the factor analysis in evaluating the contract foodservice's websites, 7 factors were generated and were defined as technology & interactivity, customer service, interface, design & convenience, contents, communication, and offering of information. Of these, technology & interactivity(p<0.05), customer service(p<0.01), interface(p<0.05), design & convenience(p<0.001), content(p<0.01), communication(p<0.01), and offering of information(p<0.01) had a significant effects in terms of the on satisfaction with a website. Since the beta of the "design & convenience" factor(0.319) was the largest, it had the greatest effect on satisfaction. In the importance performance analysis, the respondents showed high recognition on the importance, but low recognition on the performance, of aspects such as menu composition, attraction of the website, offering a FAQ section, and the operation of Q&A. Also, the importance score for 'offered relevant websites' was significantly higher than the performance score. Therefore, contract foodservice companies should take into account these aspects for improving their websites.

• 대한영양사협회학술지
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• 제12권3호
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• pp.235-242
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• 2006

The purpose of this study of was to provide basic data for preparing event menus to increase customer's satisfaction by investigating university students' participation and preference for the event menus in the foodservice operations. The questionnaires were distributed to 300 customers from August 1 to 31, 2005. 88.0% of the questionnaires were analyzed. Statistical analysis of data was performed using SAS package program(version 8.2) for descriptive analysis and $χ^2$-test, t-test, one-way ANOVA, Duncan multiple range test. The results of this study can be summarized as follows : 50.4% of the students have participated in foodservice operation's event and the average degree of the satisfaction was 2.67 out of 5. The type of the events customers have most frequently participated in were the national holiday·subdivisions of the season event(47.3%), the day event(34.1%), environment event(26.9%) and so on. In large classification, preferred were season event(85.2%), international food event(76.9%), and healthy food event(73.1%) and so on. In small classification, orgarnic food event(53.0%), summer fruits festival(41.3%), midsummer event(36.6%) and christmas event(34.4%) and so on. From now on, the event reflecting customers' expectation and requirement should be planned and implemented.

• 한국식품영양과학회지
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• 제46권2호
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• pp.259-266
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• 2017

본 연구는 경북지역 D 대학교 기숙사 급식소를 이용하는 고객들을 대상으로 2015년 12월 1일부터 8일간 설문조사를 통해 급식서비스 만족도가 고객충성도에 미치는 영향을 파악하고, 충성도에 따른 고객 분류를 통해 효과적인 마케팅 전략을 수립하고자 시도되었다. 조사대상자 학생 중 기숙사 급식소를 아침과 저녁 모두 이용하는 경우는 17.5%, 아침 또는 저녁 한 끼만 이용하는 경우는 48.8%, 거의 이용하지 않는 경우는 33.7%로 나타났다. 급식만족도의 전체 평균점수는 3.19/5.00점이며, 위생요인, 환경요인, 음식요인, 반응성요인, 메뉴요인 순으로 나타났다. 반응성요인은 남학생이 여학생보다 유의하게(P<0.01) 높았고 1학년이 4학년보다 유의하게(P<0.05) 높은 점수를 보였다. 기숙사 거주기간에서는 1년 미만 군이 2년 이상 군보다 전체 평균 점수가 유의하게(P<0.01) 높았다. 기숙사 급식소를 아침 또는 저녁만 이용하는 군과 아침과 저녁 모두 이용하는 군이 거의 이용하지 않는 군보다 위생요인을 제외한 모든 영역에서 유의적(P<0.001)으로 높았다. 기숙사 급식소에 대한 고객충성도 평균점수는 2.73/5.00점이며, 재방문 의도, 구전 의도, 전환하지 않을 의도의 순으로 나타났다. 재방문 의도는 남학생이 여학생보다 유의하게(P<0.05) 높았고, 구전 의도는 1학년이 2학년과 4학년보다 유의하게(P<0.05) 높은 점수를 보였다. 기숙사 거주기간 1년 미만 군이 2년 이상 군보다 전체 평균점수가 유의적(P<0.05)으로 높았다. 기숙사 급식소 이용 빈도에 따른 차이에서 아침과 저녁 모두 이용하는 군, 아침 또는 저녁만 이용하는 군, 거의 이용하지 않는 군의 순으로 전체 평균점수, 재방문 의도, 전환하지 않을 의도가 유의적인(P<0.001) 차이를 보였다. 급식서비스 만족도 요인인 음식, 환경, 메뉴, 위생, 반응성은 모두 재방문 의도, 구전의도와 양(+)의 유의적인(P<0.001) 상관관계를 보였으며, 급식서비스 만족도 요인 중 음식, 메뉴, 반응성 등 3가지가 전환하지 않을 의도와 양(+)의 유의적인(P<0.001) 상관관계를 보였다. 급식소 이용고객을 급식서비스 만족도와 충성도 고객군(충성 용병 인질 이탈고객)으로 분류한 결과, 충성고객군은 급식서비스 만족도에서는 위생요인이, 고객충성도에서는 재방문 의도와 구전 의도가 유의적(P<0.001)으로 높았고, 용병고객군과 인질고객군은 급식서비스 만족도에서 메뉴요인이 유의적(P<0.001)으로 낮았으며, 이탈고객군은 급식서비스 만족도 중 메뉴요인(P<0.001)이, 고객충성도에서는 구전 의도(P<0.01)가 유의적으로 가장 낮았다. 본 연구를 통해 효과적으로 대학교 기숙사 급식소의 고객만족도를 향상하기 위해서 각 고객군에 따른 차별화된 마케팅 전략 수립이 필요하다 보겠다.

• 동아시아식생활학회지
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• 제18권5호
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• pp.849-860
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• 2008

The principal objective of this study was to assess the behavior of customers who visit hotel buffet restaurants. This information will provide us with a good marketing strategy, allowing us to control for different customer characteristics and focus on giving marketers useful clues that make it easy to understand the selective attributes for hotel buffet restaurants. Thus, the application of selective attributes is predicated on the results of the analysis. Additionally, this survey was completed by regular customers. The following are the concrete results of the study. First of all, customer's behaviors differ radically with the selective attributes of hotel buffet restaurants. The most crucial factors were found to be "quality of food", "hygiene & cleanliness", and "service". These factors have nothing to do with customer characteristics & demographic features. "Opinions of their relatives, colleagues" and "experience of restaurants" are all sources that substantially influence the selective attributes of restaurants and this is the only way to survive the ever-changing market situation. Finally, hotel buffet restaurants generally attempt to lure customers with healthy food, special corners, fresh vegetables, and fresh sashimi, as compared to the services provided by hotel outlets. According to upgrade service quality & restaurant interior, also, buffet restaurants tend to provide guests with a more charming. Food service companies should consider the question "what really is service?" and thus seek to provide a variety of events. Preparing for unforeseeable market situations, we should execute efficient marketing strategies in order to assure continued customer satisfaction.

• 대한영양사협회학술지
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• 제14권2호
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• pp.114-126
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• 2008

The purpose of this study was to gauge customers' satisfaction with the hospital, university, factory, and office foodservices from a contracted provider. Importance-performance analysis (IPA) evaluations were conducted. Questionnaires were returned from 1,808 customers in 46 foodservice locations. The average total scores of the importance and performance of seventeen quality characteristics were 4.14 and 3.23, respectively, on 5-point scales. The average total score of gap (gap = performance - importance) was -0.92. Analysis of significant difference according to the type of foodservices revealed that, hospital foodservices had more items with significant high scores than those of other groups in the average total scores concerning importance (p<0.01) and performance (p<0.01). The average total scores of gap showed no significant difference. Significant differences were evident in the food and personal service dimensions, and the scores of hospital foodservices trended significantly higher than those of other groups. Importance-performance analysis (IPA) analyses for hospital foodservice implicate 'variety of menu', 'cleanness of dishes', and 'taste of food' as items requiring prompt attention and improvement.

• 한국프랜차이즈경영연구
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• 제15권3호
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• pp.71-85
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• 2024

Purpose: This study aims to investigate the impact of product and service quality on customer surprise and delight, revisit intention, and SNS word-of-mouth (WOM) intention in the context of franchise restaurants in Korea, focusing on Chinese tourists' experiences. This analysis provides strategic insights into improving customer experiences and driving positive behavioral outcomes within the franchise foodservice sector. Research Design and Methodology: Data were collected from 395 Chinese tourists who visited Korean franchise restaurants using a self-administered questionnaire approach and analyzed with SmartPLS 4.0. Reliability, convergent and discriminant validity were assessed using measurement model. Hypotheses were tested using structural equation model. Results: This study verified that customer's service experience affects customer surprise and delight, which in turn is an important factor in increasing revisit intention and SNS WOM and supports the SOR framework that explains these relationships. In other words, this study presented a model that expands the traditional service quality → customer satisfaction → behavioral intention framework by including surprise and delight. The study also revealed that both product quality and service quality positively influence customer delight. Furthermore, customer surprise and delight significantly influence revisit intention and SNS WOM. The findings suggest that enhancing product and service quality can lead to higher levels of customer surprise and delight and greater likelihood of revisits and positive online feedback.

• 대한지역사회영양학회지
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• 제8권4호
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• pp.556-565
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• 2003

Market segmentation helps providers to find better marketing opportunities and allows foodservice managers to develop the right product for each target market. Therefore, this study, taking university faculty and staff as subject, is intended to diagnose the relative value of service quality attribute, on the basis service quality scenario of faculty foodservice; to suggest price for improving customer loyalty in market segments. A questionnaire was developed ar d mailed to 600 Yonsei university faculty and staffs. A total of 385 questionnaires were usable; resulting in a 58.7％ of faculty and a 69.7％ of staff response rate, respectively. Statistical data analysis was completed using the SAS/Win 6.12 for descriptive Analysis, ANOVA, principal factor analysis, cluster analysis, reliability test and discriminant analysis. The results of the study are as below. Eighteen questions were selected for measuring respondents' lifestyle by AIO method and the seven lifestyle factors derived from factor analysis and aggregated distinct 4 clusters. Service quality attributes of the scenario were determined with 'food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation'. 'Food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation', in decreasing order, were identified as improving customer loyalty. However, most faculty and staffs were satisfied with the present meal price. The result of this study indicates that the relative value of service quality was differed significantly among the various market segments. 'Food quality', 'menu variety', and 'atmosphere' were determined as major service quality attributes. Thus, customer loyalty could be increased by improving food taste and quality, atmosphere, and service delivery. (Korean J Community Nutrition 8(4) : 556 ∼565, 2003)

• 한국식품영양과학회지
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• 제42권8호
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• pp.1318-1324
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• 2013

본 연구는 경남지역에서 5개의 산업체 공장 위탁급식소 근로자 300명을 대상으로 설문조사를 통해 급식서비스 만족도와 고객충성도를 평가하고, 급식서비스 만족도가 고객충성도에 미치는 영향을 파악함으로써 산업체 위탁급식의 경쟁력을 높이는데 필요한 자료를 제공하고자 시도되었다. 설문조사는 2012년 7월 20일~2012년 8월 31일까지 진행하였다. 연구 결과, 급식서비스 만족도 평가는 전체 평균 점수가 3.51/5.00점으로 나타났으며, 음식 3.47/5.00점, 서비스 3.50/5.00점, 위생 3.65/5.00점, 환경 3.45/5.00점이었다. 이용기간에 따른 급식서비스 만족도는 2년 이상~4년 미만이 가장 높은 점수를 보였으나 유의적인 차이는 보이지 않았다. 직무에 따른 급식서비스 만족도는 생산직이 사무직보다 유의적(P<0.001)으로 높은 점수를 보였으며, 음식(P<0.001), 서비스(P<0.001), 위생(P<0.01), 환경(P<0.001) 요인의 각 급식서비스 만족도도 생산직이 사무직보다 유의적으로 높은 점수를 보였다. 고객충성도 전체 평균 점수는 3.46/5.00점이며 재구매 의도 3.60/5.00점, 구전 의도 3.52/5.00점, 전환하지 않을 의도 3.27/5.00점이었다. 이용기간은 전환하지 않을 의도 중 '비록 나는 시간과 돈이 허락해도 외부 식당을 이용하지 않을 것이다'는 2년 이상~4년 이하가 2년 미만과 4년 이상보다 유의적(P<0.05)으로 높은 점수를 보였다. 생산직이 사무직보다 구전 의도(P<0.01), 전환하지 않을 의도(P<0.001)에서 유의적으로 높은 점수가 나타났다. 급식서비스 요인과 고객충성도와의 상관관계는 음식, 서비스, 위생, 환경 요인 모두 재방문 의도, 구전 의도, 전환하지 않을 의도와 양의 유의적인(P<0.01) 상관관계를 보였다. 재방문 의도는 음식 요인이, 구전 의도와 전환하지 않을 의도(P<0.01)는 서비스 요인이 다른 요인보다 유의적으로(P<0.01) 높은 상관관계를 보였다. 고객충성도에 영향력을 주는 급식서비스 만족도 요인 분석에서, 재구매 의도에는 위생, 음식, 서비스요인의 순으로, 구전 의도에는 서비스, 음식, 위생요인 순으로, 전환하지 않을 의도에는 서비스, 음식요인의 순으로 영향력을 주어 산업체 위탁급식소에서 고객충성도의 세 가지 요인에 영향력을 모두 주는 급식 서비스요인은 서비스요인과 음식요인이었다.

• 한국조리학회지
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• 제15권1호
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• pp.157-168
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• 2009

학교급식 조리사 직무가 식중독 예방과 고객만족이라는 경영 효과를 도모하는지를 파악하는데 연구의 목적이 있다. 설문조사기간은 2008년 7월 1일부터 7월 31일 동안 전라도 지방에 소재한 중등학교 학생을 대상으로 실시하였다. 데이터는 수집하기 용이한 5개 학교를 선정하여 설문지 144부 중 120개의 설문지를 선택했다. 통계분석을 위하여 SPSS 12.0 패키지 프로그램을 사용하였으며, 신뢰성 검정과 회귀분석을 실시하였다. 분석결과 학교급식 조리사 직무가 식중독 예방과 고객 만족에 유의한 차이를 나타냈다. 그러므로 학교급식 경영 효과를 위해서 조리사 직무가 가장 중요한 것으로 나타났다.