고급한식당 서비스 품질이 고객만족 및재방문 의도에 미치는 영향
분야
사회과학 > 경영학
저자
박경식 ( Kyung Sik Park ) , 우성근 ( Sung Geun Woo ) , 최성기 ( Seong Gi Choi )
발행기관
한국외식경영학회
간행물정보
외식경영연구 2011년, 제14권 제5호, 347~366페이지(총20페이지)
파일형식
86700884.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    The objective of this study was to examine the relationships among service quality and customer satisfaction and revisit intention of deluxe Korean restaurant customers. In order to achieve the research purpose, the data was collected from 300 customers and analyzed using SPSS. The exploratory factor analyses identified five underlying dimensions of service quality; tangible, reliable, responsive, assurance, and empathy. Structural equation modeling was adopted to examine the relationships among those variables. The results showed that all the five service quality dimensions were related to customer satisfaction, and also customer satisfaction was related to revisit intention. Among other service quality factors, especially reliable factor was highly related to customer satisfaction. And the managerial implications of these results for service quality of deluxe Korean restaurant customers were discussed.
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