DINESERV 를 이용한 인천국제공항의 레스토랑 서비스품질에 관한 연구

다국어 초록 (Multilingual Abstract)

A number of research have examined the service quality in the hospitality industry. Little research, however, was conducted to measure airport-restaurant service quality. Therefore, the purpose of this study is to investigate how customers perceive the service quality of Incheon international airport-restaurants and how those perceptions affect customer`s satisfaction. Specifically, authors explored customers`s perceptions of the service quality regarding restaurant types. Authors divided airport-restaurants into three different types of restaurants: quick-service restaurant, midscale restaurant, and upscale restaurant. DINESERV was used to assess customers` perceptions of restaurant service quality in this study. Authors modified it to suit the local situation. The result indicated that responsiveness and empathy among five dimensions of DINESERV were significantly found different among three different restaurant groups. This study also provided the fact that reliability was the most important dimension to the overall customers` satisfaction regardless of types of restaurant.