지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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This study attempted to investigate the relationship between the service quality and customer satisfaction in the food service industry and analyze the role of personal characteristics in the perception of the service quality and the impact of customer satisfaction on the customer’s behavior after purchasing.For this purpose, an empirical study was conducted Survey data were collected from 220 customers in Korean restaurants and analyzed with the SPSS Windows Ver. 10.0. The major findings of the study are as follows;First, there were statistically significant differences in the satisfaction with the service quality according to the gender, age, marital status, job and income level. Second, a positive correlation between the service quality (tangibles, assurance, responsiveness) and customer satisfaction with the food industry was found. Third, there was a positive correlation between customer satisfaction and customer loyalty(revisits).The results of the analysis suggest that customer satisfaction can and should be increased by improving the service quality through systematic management. In addition, it can be concluded that restaurant managers need to educate their employees continuously and be more dedicated to providing quality service to their customers.
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