3차원 서비스 품질 모델을 이용한 고객 반응에 대한 연구 -특 1급 호텔 뷔페레스토랑을 중심으로- = Study on the Customer`s Response Using Three Dimensions of Service Quality Model -Focused on the deluxe hotel buffet restaurants in Seoul-

다국어 초록 (Multilingual Abstract)

The purposes of this study are to evaluate service quality of the deluxe hotel buffet restaurants using three dimensions of service quality model which was invented by Brady and Cronin (2001), and then to identify the relationship among the service quality of the deluxe hotel buffet restaurants, customer satisfaction, price sensitivity. This helps to increase customer loyalty and provide efficient marketing implications for internal reference price. The results of this study were as follows: First, Of the physical environmental quality, interaction quality, food quality which are three dimensions of service quality, interaction quality and food quality had a positive influence on customer satisfaction whereas physical environmental quality did not have any statistically significant effect on customer satisfaction. Second, Of the physical environmental quality, interaction quality, food quality which are three dimensions of service quality, food quality had a negative influence on price sensitivity, the higher the quality of the food appeared to be less price sensitivity. Third, Customer satisfaction had a positive influence on price sensitivity, so H4 was rejected.