프랜차이즈 서비스품질이 사업만족도와경영성과에 미치는 영향-서울지역 치킨 프랜차이즈 중심으로-

This study designed to examine the effect of franchise service quality on business satisfaction and business performance, and examined previous studies, herewith designed research model based on it. In order to obtain the data of this study, questionnaires were surveyed. The regional scope for the questionnaire survey was set as chicken franchise in Seoul. The survey period was from Aug. 1, 2016 to Aug. 15, 2016, and 250 copies were distributed and analyzed for 239 copies. As the analysis tool, frequency analysis of demographic variables, factor analysis and reliability analysis were conducted for the multi - item scale and linear regression analysis was conducted to verify the hypothesis of this study. The research results are as follows; first, franchise service quality has a significant effect on business satisfaction. Second, franchise service quality has a significant effect on business performance. Third, business satisfaction has a significant effect on business performance. And it was found that business satisfaction and business performance are high when service quality consisted of service promptness, convenience, assurance, food material quality and information system, and business performance are high. Therefore, this study is expected to contribute to the successful franchise business by providing the standard model of franchise selection to the pre – founders.