패밀리레스토랑 서비스품질의 각 차원이 고객만족을 매개로 충성도에 미치는 상대적 영향: 음식품질과 고객만족 간의 관여도 조절효과를 중심으로
The Relative Effects of Three Dimensions of Family Restaurants Service quality through mediating customer Satisfaction on Loyalty
김광지(동의대학교)
13권 3호, 103~121쪽
초록
The purpose of this paper is to advance a new conceptualization of the food service that highlights the role of food quality as a key antecedent of customer satisfaction. In empirical analysis, based on questionnaires answered by 349 customers who have been to family restaurants, this study examined validity and reliability by using SPSS 12.0. Main results of this study are indicated below. the finding demonstrate that food quality has a stronger effect of satisfaction than both functional and service environment quality, that customer satisfaction partial mediates the effects of food quality on loyalty, and that customer involvement moderates the food quality-customer satisfaction relationship. Managerial contributions, limitation, and future research directions were discussed.
Abstract
The purpose of this paper is to advance a new conceptualization of the food service that highlights the role of food quality as a key antecedent of customer satisfaction. In empirical analysis, based on questionnaires answered by 349 customers who have been to family restaurants, this study examined validity and reliability by using SPSS 12.0. Main results of this study are indicated below. the finding demonstrate that food quality has a stronger effect of satisfaction than both functional and service environment quality, that customer satisfaction partial mediates the effects of food quality on loyalty, and that customer involvement moderates the food quality-customer satisfaction relationship. Managerial contributions, limitation, and future research directions were discussed.
- 발행기관:
- 한국외식경영학회
- 분류:
- 관광학