지각된 위험이 총만족 및 충성도에 미치는 영향

• 영문명: The Influence of Perceived Risk on Overall Satisfaction and Loyalty: Focused on the Customers at Family Restaurant in Seoul
• 발행기관: 한국관광학회
• 저자명: 이정자 윤태환
• 간행물 정보: 『관광학연구』제31권 제2호, 205~222쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.04.30

영문 초록

This study is to investigate how perceived risks of customers have influences on their overall satisfaction and loyalty at family restaurant in Seoul. In the research reliability analysis, factor analysis and path analysis were employed. Perceived risk were divided into six factors. Among customer's perceived risks, three factors(time risk, performance risk and social risk) influenced negatively their overall satisfaction. But customers' overall satisfaction influenced positively their loyalty(revisit intention and recommendatory intention). As a result, customers appeared to perceive various risks at family restaurant and they dissatisfied according to their perceived risks. Authors recommend that food-service corporations study various customers' perceived risks as marketing strategy.

목차

I. 서론

II. 이론적 배경

III. 연구조사설계

IV. 결과분석

V. 결론

참고문헌

키워드

지각된 위험 총만족 충성도 패밀리레스토랑 경로분석 Perceived risks Overall satisfaction Loyalty Family restaurant Path-analysis