초록 열기/닫기 버튼
기업의 사회적 책임 활동의 필요성은 점차 더 많은 산업군에 요구되고 있으며 이제는 선택이 아닌 필수로 자리매김하고 있는 상황이며, 최근 외식산업 또한 중요한 사회적 책임을 갖는 산업군이 되면서 사회적 책임 활동의 필요성이 증대되었다. 본 연구에서는 그 필요성이 증대된 원인이 무엇인지 밝히기 위해 외식기업의 사회적 책임과 서비스품질의 관계에 대해 연구해 보고자 한다. 구체적으로 첫째, 외식기업의 사회적 책임과 서비스품질의 관계를 밝혀 보고자 한다. 둘째, 본 연구의 결과를 바탕으로 외식기업이 사용할 수 있는 실무적 시사점을 도출하고, 적합한 활용 방안을 찾아보고자 한다. 이론적 고찰로 기업의 사회적 책임, 외식기업의 서비스품질에 관한 선행연구를 조사해 보았다. 구체적인 분석으로는 요인분석과 군집분석, 분산분석, 회귀분석 등을 실시하였다. 분석 결과, 외식기업이 성실히 수행하는 사회적 책임 활동 유형에 따라 고객이 평가하는 서비스품질 수준은 유의한 차이를 보였다. 또한 외식기업의 사회적 책임 활동에 대한 고객의 지식수준이 높을수록 해당 기업의 사회적 책임 활동에 대한 평가도 높았다.
The corporate social responsibility is now rather a necessity than a choice which has been increasingly required among industrial fields. Lately, the foodservice industry has also recognized the importance of corporate social responsibility. Therefore, in order to figure out why the social responsibility has become an important factor for a corporation, our study will be investigating about the relationship between corporate social responsibility of the foodservice industry and service quality. The specific purpose of research is first, we analyze the relationship between the foodservice industry’s corporate social responsibility and the quality of service. Second, the results of this study can be used by foodservice companies to derive practical implications. We examined the previous studies of corporate social responsibility of enterprises and dining business, along with the service quality of dining business theoretically. For more detailed analysis, I conducted factor analysis, cluster analysis, ANOVA and regression analysis. Factor analysis was conducted to classify questionnaire by extracting factors, and cluster analysis was performed to classify based on corporate social responsibility activities. In order to determine whether there are significant differences in the analysis performed derived through cluster analysis, variance analysis was performed. With the regression analysis conducted through multiple questions in the questionnaire, we tried to present more concrete practices of corporate social responsibility. To summarize the results of the study, first, the evaluated customer service quality levels were significantly different according to the types of corporate social responsibility held by enterprises. Second, if level of knowledge of the corporate social responsibility activities were high, the food service for corporate social responsibility activities were also high for the rating.
키워드열기/닫기 버튼
chain restaurant, corporate social responsibility, service quality
