동계올림픽 개최지역의 외식업소 서비스품질인식에 관한 연구 - 강릉시 방문객을 대상으로 -
A Study on The Service Quality Recognition of Restaurants in The Olympic Winter Games - Focused on Visitors of Gangneung -
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The purpose of this study is to investigate service quality of restaurants in Gangneung because many domestic and foreign tourists will visit to Gangneung which is the heart of Olympic Winter Games PyeongChang 2018. The data were collected from August 1st, 2016 to August 20th, 2016. Implications are as follows: First, considering that the factor having the greatest influence on customer satisfaction among service quality factors shows the importance of employees' attitude, speeches, appearances, clothes, etc. as service encounter, it is necessary that for the long-term development of Gangneung region's food service industry, there should be a continuous education and management for employees' customer- oriented service mind. The second finding is that service quality positively influenced customer satisfaction and behavioral intentions. The third finding is that customer satisfaction was a intervening variable between customer satisfaction and behavioral intentions.
Abstract
The purpose of this study is to investigate service quality of restaurants in Gangneung because many domestic and foreign tourists will visit to Gangneung which is the heart of Olympic Winter Games PyeongChang 2018. The data were collected from August 1st, 2016 to August 20th, 2016. Implications are as follows: First, considering that the factor having the greatest influence on customer satisfaction among service quality factors shows the importance of employees' attitude, speeches, appearances, clothes, etc. as service encounter, it is necessary that for the long-term development of Gangneung region's food service industry, there should be a continuous education and management for employees' customer- oriented service mind. The second finding is that service quality positively influenced customer satisfaction and behavioral intentions. The third finding is that customer satisfaction was a intervening variable between customer satisfaction and behavioral intentions.
참고문헌 (36)
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