외식 고객가치가 만족 및 서비스충성에 미치는 영향

• 영문명: Effect of Perceived Customer Value on Satisfaction & Service Loyalty in Casual Dining Restaurants
• 발행기관: 한국관광학회
• 저자명: 이상건 윤유식
• 간행물 정보: 『관광학연구』제31권 제5호, 51~73쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.10.31

영문 초록

The purpose of this study is to examine what consists in the perceived customer value of food service industry. From the literature review, the customer value measurement tool of food service industry has been developed. In addition, an empirical study has been conducted to identify the relationships between perceived customer value with the satisfaction and service loyalty. Survey was conducted with 502 samples of casual dining restaurant customers from Seoul, Daejeon, and Daegu City. Factor analyses identified five internal dimensions of perceived customer value as personal service, restaurant function, empathy, menu, and price. Also multiple regression analyses showed that all the five factors of customer value are significantly related to satisfaction on food, service, comparison with other competitors, expectation, and price. And they are also significantly related to service loyalty; repurchase intent and recommendation. And implications of these results are examined.

목차

I. 서론

II. 이론적 고찰

III. 연구방법

IV. 연구결과분석

V. 결론

참고문헌

키워드

고객가치 만족 서비스충성 패밀리레스토랑 Perceived customer value Satisfaction Service loyalty Casual dining restaurants