원문정보
The effect of Service Quality, Food Quality on Perceived Value, Customer Satisfaction, Customer Loyalty in Korean Buffet Restaurant : The Moderating Role of Perceived Value of competitor
초록
영어
This study was conducted in order to promote qualitative and consistent growth of Korean buffet restaurant. This study aimed at examining the interrelationships among service quality, food quality, perceived value, customer satisfaction and customer loyalty in Korean buffet restaurant. Also this study examined the moderating effects of perceived value of competitor on customer satisfaction and loyalty as the environment changes rapidly. The findings of this study were based on SPSS 21.0 of a convenience sample of 169 respondents. The results demonstrated that service quality and food quality had positive effects on perceived value. Also, perceived value significantly affected customer satisfaction and customer loyalty. Lastly, the moderating effects of perceived value of competitor on the association of perceived value and customer satisfaction and loyalty were not significant. The results indicated that Korean buffet restaurants should focus primarily on service quality, food quality, and perceived value. Finally, practical implications and suggestions for future research were discussed.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 한식 뷔페 레스토랑
2. 서비스품질
3. 음식품질
4. 지각된 가치
5. 고객만족과 고객충성도
Ⅲ. 연구설계
1. 연구모형과 가설의 설정
2. 측정변수 및 설문지 구성
3. 표본의 선정 및 분석방법
Ⅳ. 분석결과
1. 응답자의 인구통계학적인 특성 및 이용형태 분석
2. 측정변수의 요인분석 및 신뢰성 검정
3. 가설 검정
Ⅴ. 결론
참고문헌