초록 열기/닫기 버튼
The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., tangibles, reliability, responsiveness, assurance, empathy and food quality) that to examine the influence of customer satisfaction on revisit intention. A survey questionnaire was distributed to 588 patronage at a family restaurant in Incheon city from Nov. 10–16 in 2010. Confirmatory factor analysis, discriminant validity analysis, and structural equation modeling analyses were used to analyze the data. The findings showed that all institutional DINESERV dimensions had a significant positive effect on overall customer satisfaction and behavioral intention(i.e., revisit intention and positive word-of-mouth endorsement). Specially food quality is most significant to customer satisfaction, also tangibles and empty did make a significant influence on the customer satisfaction. secondary. also indicated that customer satisfaction did make a significant influence on the behavioral intention (i.e., revisit intention and positive word-of-mouth endorsement). Further improving customer satisfaction, which results in increased behavioral intention(i.e., revisit intention and positive word-of-mouth endorsement)
키워드열기/닫기 버튼
Service Quality, SERVQUAL, DINESERV, Customer Satisfaction, Behavioral Intention
