한식레스토랑 서비스품질이 고객만족과 행동의도에 미치는 영향: 방한 중국인 관광객을 중심으로
The Effects of Service Quality on Customers Satisfaction and Behavioral Intentions in the Korean Restaurants : Focused on Chinese Tourist Visiting Korea
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초록
The purpose of this study was to analyze whether the Chinese tourists are aware of the Korean restaurant service quality levels due to revisit the restaurant and at the same time to identify any factors or recommend such action that is intended to form the basis of findings Korean Restaurant also it is to present the basis for a more effective marketing campaigns and strategies. This study was conducted a survey of the Chinese tourists, the collected data were analyzed utilizing SPSS Ver.22.0 statistical package program. First Analysis, service quality is a result of analyzing the impact on the relationship between customer satisfaction and service quality factors of the "quality and value of Korean's Korean restaurant," Contact Service', 'food and menu', 'image and atmosphere of 'customer satisfaction was found to be giving a significant impact on, "cleanliness" and "convenience"factor was analyzed that they do not have a significant effect. Second, service quality is a result of analyzing the impact on the degree of relationship behavior, quality of service factors of Korean restaurants' food and menu, "Quality and value of Korean Food', 'contact services', 'image and ambience", "cleanness" was shown to be giving a significant effect on the behavior, "convenience" factor is analyzed that they do not have a significant effect. Third, the customer is satisfied with the analysis of the impact on the degree of relationship between behavioral outcomes, customer satisfaction showed that having a significant impact on behavior.
Abstract
The purpose of this study was to analyze whether the Chinese tourists are aware of the Korean restaurant service quality levels due to revisit the restaurant and at the same time to identify any factors or recommend such action that is intended to form the basis of findings Korean Restaurant also it is to present the basis for a more effective marketing campaigns and strategies. This study was conducted a survey of the Chinese tourists, the collected data were analyzed utilizing SPSS Ver.22.0 statistical package program. First Analysis, service quality is a result of analyzing the impact on the relationship between customer satisfaction and service quality factors of the "quality and value of Korean's Korean restaurant," Contact Service', 'food and menu', 'image and atmosphere of 'customer satisfaction was found to be giving a significant impact on, "cleanliness" and "convenience"factor was analyzed that they do not have a significant effect. Second, service quality is a result of analyzing the impact on the degree of relationship behavior, quality of service factors of Korean restaurants' food and menu, "Quality and value of Korean Food', 'contact services', 'image and ambience", "cleanness" was shown to be giving a significant effect on the behavior, "convenience" factor is analyzed that they do not have a significant effect. Third, the customer is satisfied with the analysis of the impact on the degree of relationship between behavioral outcomes, customer satisfaction showed that having a significant impact on behavior.
참고문헌 (44)
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