패밀리레스토랑의 고객만족과 재방문 의도에 영향을 미치는 매개변수에 관한 연구

• 영문명: A Study on Variables which Affect on the Relationship between Customer Satisfaction and Re-visitation in the Restaurant Industry
• 발행기관: 한국문화관광학회
• 저자명: 곽용섭(Kwock, Yong-Sub) 방문선(Bang, Moon-Sun)
• 간행물 정보: 『문화관광연구』제5권 제1호, 442~453쪽, 전체 12쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2003.06.30

영문 초록

The study was conducted to investigate the causal relationships among the service quality, customer satisfaction, and re-visitation, and to verify the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation in the restaurant industry. To satisfy this purpose, a survey questionnaire was developed and distributed to the customers in three family restaurants in Daejon. A total of 374 questionnaires was collected and analyzed by SPSS statistical program. The results of statistical analysis confirmed the causal relationships among the key variables(service quality, customer safisfaction, and re-visitation) and the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation. The intervening variables (A desire to diversification and the quality of relationship) had positive effects on the relationship between customer satisfaction and re-visitation.

목차

[ABSTRACT]

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 방법

Ⅳ. 결과

Ⅴ. 결론

참고문헌