패밀리 레스토랑의 샐러드 바 서비스품질이 고객만족, 재방문의도 구전효과에 미치는 영향 : 서울 및 수도권 프랜차이즈 패밀리 레스토랑을 중심으로

Recently sea food restaurants become popular among customers. This study analyzes the effect of the service quality of family restaurants' salad bar on customer' satisfaction, revision intention and oral transmitting intention. This study researched 300 workers from family restaurant and used 256 questionnaires to analyze results. As a result, first, as for the effect of the service quality on customer' satisfaction, human service satisfaction is found to influence empathy factor, reliability factor, tangibles factor, responsiveness factor and assurance factor. Also, material service satisfaction is found to influence oral transmitting intention. Second, customer satisfaction influences revising intention and Word of Mouth intention, System service satisfaction influences revising intention and oral transmitting intention, and material service satisfaction is found to influence oral transmitting intention. Third, as for the influence of service quality on revising intention and Word of Mouth intention, revising intention influences reliability factor, tangibles factor and assurance factor. Word of Mouth influences empathy factor, reliability factor and assurance factor. Finally, when customers choose salad bar, the quality and variety of menu, and taste influence them. Customers get information of salad bar from people around them.