earticle

영어

This study aims at providing necessary informations to decide what services would be conducted preferentially in the family restaurant by limited resources. So this study introduced DINESERV to evaluate customer's perception of service quality in family restaurant. And this study revalued the customer's perception about the qualities of the family restaurant services by the Kano model, and examined the customer satisfaction and dissatisfaction coefficients suggested by Timko. I conducted a survey from the customers of some family restaurant in Seoul and Daejeon region. The results of this study can be summarized as follows. It was found that the total 29 items are could be classified into 6 attractive quality elements, 6 must-be quality elements, 12 one-dimensional quality elements, and 5 indifferent quality elements. The highest score element of the customer's satisfaction coefficients was identified as the providing of accurate food(0.67), and the lowest score items were attractive building and comfortable seat(0.35). When the family restaurant services was not sufficient to the customer, the highest score element of the customer's dissatisfaction coefficients was comfortable seat(0.70), and the lowest score items were the providing accurate food and appropriate response for special requirements(0.43). From the analyses, several academic and practical implications for family restaurant service quality were proposed.