패밀리레스토랑의 서비스 품질이 만족 및 충성도에 미치는 영향

Recently, the concerns for dietary life at home is regarded as not only means to achieve physiological needs but the factor to decide quality of life. The process(how should we deliver) is known as an area as important as the outcomes(what should we deliver). The objective of this study is to seek the relationship among service quality, customer satisfaction, customer loyalty. The subjects of this paper are those who have ever experienced family restaurant. This study verify the hypothesis which service qualities(tangibility, trustfulness, responsiveness, conviction, sympathy) will influence on customer satisfaction and loyalty. The reserch showed that 5 sevice quality primary factors have a useful connection with statistically. It showed that Family Restaurant customer's satisfaction degree affects their revisit intention and invites others to visit. It showed that among customers, 80% of them have rivisit intention and invited others to visit. Therefore, it showed that as service quality is high, customer's satisfaction is high and as customer's satisfaction is high, service loyalty is high.