고객의 외식가치에 대한 지각이 만족도에 미치는 영향에 관한 연구 = A Study on the Effects of the Perception of Guests about Eating out Value on Customer Satisfaction of Dining out

다국어 초록 (Multilingual Abstract)

The recent rapid growth of the food service market has resulted in the need for various service distinctions to assure competitive power. The purpose of this study was to analyze the effect of guest perception on satisfaction of dining out when they visited restaurants, to provide a standard of understanding the aspect of customer experience, and presenting current theoretical points for customer oriented marketing in the food service industry.To satisfy this purpose, a personal interview type survey questionnaire was developed and distributed to customers of family restaurants and fast food restaurants. A total of 211 questionnaires were collected and analyzed through statistical analysis.The results of the analysis confirmed that the perception of guests about the value of eating out positively influenced customer satisfaction of dining out. The results also uncovered some differences between family restaurants and fast food restaurants.In conclusion, these results extended the concept of the value of eating out to four types, reconfirmed the theory of the relation between the value of eating out perceived by guests and customer satisfaction of dining out, and proved that restaurant type was very influential not only regarding satisfaction of customer’s variable needs but also the value of eating out.

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