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Kano 모형을 이용한 외식업체 키오스크 서비스 품질에 대한 연구 - 중고령자를 대상으로 -
송주완 ( Song Ju-wan ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2020 호텔리조트연구 Vol.19 No.6
The goal of this study is to understand the service quality of kiosk offered by restaurants focusing on the response of middle-to-old aged people over 50s, the group which is reported to have more difficulties when using such digital devices compared to other age groups. In order to achieve such goal, the study has categorized the attributes of service quality related to kiosk service used in restaurants by using Better index and Worse index based on Timko's customer satisfaction coefficient and Kano Model for quality attribute categorization. The samples for this study are those over 50s who reside in areas of Seoul and Gyeonggi and have experience in visiting and using kiosk system at eat-out places including restaurants, fast-food chains, cafes, and highway service stations during the last 3 months. Total of 210 copies of survey had been used in the study and following results had been collected. Quality of service provided by kiosk system at restaurants are categorized into total of 21 questions which consist of 3 questions based on SSTQUAL scale, 3 questions for entertainment, 3 questions for security·privacy, 3 questions for validity, 3 questions for design, 3 questions for convenience, and 3 questions for customization including 7 factors. The analytical results of Kano model are as follows; 10 must-be quality attributes, 5 indifferent quality attributes, 4 one-dimensional quality attributes, and 2 attractive quality attributes. Additionally, by acquiring Better index and Worse index based on the analytical result acquired using Kano model, the study offers ideas on which attributes of kiosk service the restaurants should focus on to improve satisfaction and minimize complaints received by middle-to-old aged customers. The study also offers suggestions on how the restaurant should manage kiosk system to help these customers to better understand it as well as guideline on which quality attributes need to be emphasized in order to satisfy these customers.
Z세대의 외식 소비성향이 외식업체 선택속성과 행동의도에 미치는 영향
송주완 ( Song Ju-wan ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2020 호텔리조트연구 Vol.19 No.1
The purpose of this study is to find how the food service consumption propensity of Generation Z emerging as a new consumption group influence restaurant selection attribute and behavioral intention. The study subjects were consumers living in Seoul, Gyeonggi, and Chungcheong, who were born after 1995 and experienced food service consumption on the basis of their own economic activities. A questionnaire survey was conducted with them, and a total of 230 questionnaire copies were collected. With the collected data, SPSS 18.0 program was applied to conduct frequency analysis, reliability analysis, factor analysis, and regression analysis. As the result of factor analysis, their food service consumption propensity was categorized into five factors: pursuit of economic value, pursuit of sensitivity, pursuit of common value, pursuit of media application, and pursuit of challenge. Restaurant selection attribute was divided into three factors: quality, physical environment, and human service. Behavior intention was categorized in one factor. For hypothesis verification, regression analysis was conducted. As a result, firstly, the five factors of food service consumption propensity partially and significantly influenced three factors of restaurant selection attribute. Secondly, three factors of restaurant selection attribute partially and significantly influenced behavioral intention. Given the study results, it is possible to find the components of the food service consumption propensity Generation Z has, and to make theoretical and practical suggestions through hypothesis verification.
태권도장 교육서비스품질과 자기유능감 및 수련지속행동 간의 관계
유재충(Yoo, Jae-Choong),송주완(Song, Ju-Whan) 한국체육과학회 2011 한국체육과학회지 Vol.20 No.5
The purpose of the study was to examine the influences of the educational servquality of taekwoondo place, self-competence of primary students and sustain practical behaviors of adolescents. In order to achive this purpose research questions was established. The question was that there will be causual relationship among the educational servquality of taekwoondo place, self-competence of primary students and sustain practical behaviors of adolescents. Participants for this study were 400 of 10~12 aged adolescents. Of participations valid data were 358. They completed a modified inventory of the educational servquality, self-competence, and sustain practical behavior. More details, The educational servquality Scale modified by Kim(2007) and self-competnec by Harter(1982), sustain practical Behavior by Lee(2009) and Kim(2007) were using to investigate the purpose of this study. Results were analysed in quantitative approaches. Data were collected through self-administered survey. The most meaningful results of the study were as follows; Hopothesis I was selected to optimal casual relationship. Hopothesis IIwas selected to optimal casual relationship. Hopothesis III was selected to optimal casual relationship. Hopothesis IV was selected to optimal casual relationship. Hopothesis V was selected to optimal casual relationship.