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The effect of Service Quality, Food Quality and Perceived Price on Customer Satisfaction
ERKUL ASLI Ulsan University 2009 국내석사
ABSTRACT This research examines the effects of service quality, food quality and perceived price on customer satisfaction and repurchase intention for the case of service and goods mix products. These effects are to be tested for two different service categories of the same company. One of the chain-operated pizza stores was chosen as a service. The satisfaction for restaurant service and delivery service was tested with the same sample, so as to be comparable. The relation between service quality and satisfaction, food quality and satisfaction, perceived price and satisfaction were found highly important for restaurant service of pizza store. Also, the path from satisfaction to repurchase intention was highly significant. The comparison hypotheses between restaurant service type and delivery service type, were much more informative because of novelty in the literature. The results showed that service quality has a greater effect on satisfaction for restaurant service than delivery service.