CS 포트폴리오 분석을 이용한 외식산업 프랜차이즈시스템의 서비스품질에 관한 연구

This study focuses on the relationship between the service quality of the franchise system and the franchisors‘ satisfaction and performance. The service quality factors were identified from the viewpoint of the franchisee, and CS portfolio analysis was used to determine the satisfaction and importance of them. A total of 876 franchisee answered on the questionnaires and the answers were analysed based on frequency analysis, frequency analysis, exploratory factor analysis, reliability analysis, multiple regression analysis, and importance-performance analysis. IPA analysis was used to compare the importance and quality of service quality. Results showed that the quality of service such as management sector, operating system support, homogeneity was good, so it needs to be maintained continuously. However, service quality for supporting the franchisee needs to be improved. Finally, marketing support, educational support, and operational manuals need to be maintained.