외식산업의 관계혜택이 몰입, 전환장벽, 고객만족의 매개적 역할을 통해 고객충성도에 미치는 영향

The purpose of this study is to examine the mediating effect of customer satisfaction, switching barrier, and commitment between relational benefit and customer loyalty. This study carried out literary research and empirical analysis. In literary research,this study examined previous studies related to concepts such as relational benefit, customer satisfaction, switching barrier,commitment, and customer loyalty and based on research result, devised theoretical model combining each relation. In empirical analysis, based on questionnaires answered by 235 customers who have been to family restaurants, this study examined validity and reliability by using SPSS 17.0 and carried out factor analysis, regression analysis. Main results of this study are indicated below. Relational benefit had positive partial influence on customer satisfaction,commitment, and switching barrier. customer satisfaction, commitment, and switching barrier did on customer loyalty. As a result,it was confirmed that relational benefit had positive influence on customer loyalty via customer satisfaction, switching barrier, and commitment. Theoretical, practical implications are discussed at the end of the paper. Research limitations are a need to extend the results to a diverse range of regions.