본문 바로가기
KERD
논문KCI 등재

급식산업에서의 서비스품질요인이 고객만족에 미치는 영향에 대한 실증적 연구

An Empirical Study on the Relationship between Customer Satisfaction and Service Quality -Focused on Catering Industry

최병용|박공덕
한국상품학회 (Korean Academy Of Commodity Science & Technology)|2004.04|상품학연구 (Journal of Product Research)|제31호|pp. 1-15

1

조회

0

다운로드

2

인용

0

참고문헌

주제분류경영학

초록

Abstract

Recently, catering industry in domestic is developing. It prevails not only on education institutions such as elementary schools but also on companies. Under this situation, the relationships among factors of service quality are needed to be identified and then the usage of them is crucial to catering industry. Most of studies on the catering have focused just on the hygiene of food but few studies are on the service quality of the service. According to environments, the relationship between the service quality and customer satisfaction has been researched. In this study, based on the investigation on the 56 kindergartens, we have found that all the factors that constitute the service quality have effect on the customer satisfaction. Additionally, the responsiveness and the reliability have high relationship with customer satisfaction. As a result, we can consider that the catering industry can be improved like the other service industry. Especially, we can find the responsiveness to the customers' needs has the top priority.

참고문헌 (35)

  1. "A Comparison of Attitudes and Emotions as Predictors of Behavior at Diverse Levels of Behavioral Experience Journal of Consumer Research", 18(4), pp.493~504 (1992)
  2. "Partnering as a Focused Marketing Strategy", 33, pp.95~113 (1991)
  3. "Determinants of Relationship Quality : An Artificial Neural Network Analysis", 36(2), pp.137~143 (1996)
  4. "Moments of Truth" (1987)
  5. "Cognitive Social Psychology in Court and Beyond" (1982), Elsevier[DOI]
  6. "Reconciling Performance Based and Perceptions-Minus-Expectations Measurement of Service Quality Journal of Marketing", 60, pp.31~46 (1994)
  7. "Relationship Quality in Service Selling Journal of Marketing", 54(3), pp.68~81 (1990)
  8. "The Effects of Physical Surroundings and Employee Responses Journal of Marketing", 54, pp.69~82 (1990)
  9. "The Effect of Perceived Justice on Complaints Repatronage Intentions and Negative Word of Mouth Behavior Journal of Consumer Satisfaction", 7, pp.1~13 (1994)
  10. "Research Perspectives on Consumer Complaining Behavior", pp.211~215 (1980)
  11. "Anticipation of Injurious Consumption Outcomes and Its Impact on Consumer Attribution of Blame", 24(4), pp.314~327 (1996)
  12. "European Journal of Marketing", 18(4.) (1984)
  13. "“A Field Study of Casual Influences and Consumer Reaction The View from the Airport ” Journal of Consumer Research", s. 13(4), pp.534~539 (1987)
  14. "The Impact of Relationship Satisfaction On Attributions Emotions and Behaviors Following Service Failure", 17(1), pp.1~14 (2001)
  15. "“Attirbutions in Close Relationships Research and Theoretical Developments ” Journal of Social and Clinical Psychology", 5(4), pp.420~434 (1987)
  16. "“The Relevance of Ethnical Sales Person Behavior on Relationship Quality ” Journal of Personal Selling and Sales Management", 11(4), pp.39~47 (1991)
  17. "I Can’t Get No Satisfaction : The Impact of Personality and Emotion on Post-Purchase Processes", 14(4), pp.379~393 (1997)
  18. "“A Cognitive Model of the Ancedents and Consequences of Satisfaction Decisions ”Journal of Marketing", 58, pp.20~38 (1980)
  19. "“A Conceptual Model of Service Quality and Its Implication for Future Research” Journal of Marketing", 49, pp.41~50 (1985)
  20. "Causal Dimensions and Affective Reactions to Success and Failure ”Journal of Personality and Social Psychology", 50, pp.6 1174~1185 (1986)
  21. "Why Don’t Some People Complain? A Cognitive Emotive Process Model of Consumer Complaint Behavior", 26(3), pp.172~189 (1998)
  22. "“Communication and Control Process in the Delivery of Service Quality ”Journal of Marketing", 60, pp.41~50 (1988)
  23. "” European Journal of Marketing", 18(4.) (1984)
  24. "Essentials of Retailing" (1989), Merril Publishing Company
  25. "Department of Marketing School of Indiana"
  26. "“Measurement and Evaluation of Satisfaction Process in Retail Settings” Journal of Retailing"
  27. "a Multiple-items Scale for Measuring Consumer Perception of Service Quality ”Journal of Retailing", 64
  28. "” in Psychology A Study of a Science", .1 (1959), McGraw-Hill Book Company
  29. "The Social Psycology of Groups" (1959)
  30. "V. A. Zeithmal and L.L.Berry. “A Conceptual Model of Service Quality and Its Implications for Future Research ”Journal of Marketing", 49 (1985)
  31. "서비스마케팅" (1999), 학현사
  32. "서비스 마케팅에 관한 Zeithmal 가설의 개선방안에 관한 소고"
  33. "서강대학교 경영경제 연구소" (1989)
  34. "서비스마케팅" (1999), 석정
  35. "급식산업의 서비스품질과 고객애호도 연구 : 대학생이 이용하는 단체급식소와 일반음식점을 대상으로" (2002), 강원대 경영행정대학원

관련 논문AI추천

서비스품질 지각이 고객만족과 고객충성도에 미치는 영향에 관한 연구김동진, 이상엽한국비교정부학회 · 한국비교정부학보2009 · 제13권 제1호종업원의 행동과 고객만족 사이의 상관관계에 관한 연구 -패스트푸드 레스토랑을 중심으로-김기수한국상품학회 · 상품학연구2004 · 제33호내부서비스품질이 고객만족과 기업성과에 미치는 영향에 관한 연구김선준대한경영정보학회 · 경영과 정보연구2004 · 제15호서비스 보증 속성과 고객의 지각된 보증효력 및 서비스 품질의 관계에 관한 연구김립인한국상품학회 · 상품학연구2005 · 제23권 제3호패스트푸드 레스토랑 서비스 품질 속성이 소비자 효용에 미치는 영향장미향한국상품학회 · 상품학연구2006 · 제24권 제3호지각된 품질이 고객가치 및 고객만족에 미치는 영향 연구박성규, 박인수한국유통과학회 · 유통과학연구2006 · 제4권 제2호

이 간행물의 다른 논문 (24건)

에어리어 마케팅전략의 적용에 관한 연구- LG칼텍스 정유, AA주유소 사례 -김창호pp. 1-19서비스품질, 시장지향성, 성과와의 관계김선웅, 박성용pp. 1-22라이프스타일이 외재적 정보단서에미치는 영향에 관한 연구황민우pp. 1-24인터넷 쇼핑몰의 물류서비스 품질에 관한 연구강선희, 안운석pp. 1-18환경제품 관여도의 통합적 모형에 관한 연구송균석pp. 1-23
원문 보기