한식당의 서비스품질이 고객애호도에 미치는 영향 : 서비스가치와 고객만족의 매개역할 Mediating Roles of Service Value and Customer Satisfaction = The Impact of Service Quality on Customer Loyalty in Korean Restaurants

다국어 초록 (Multilingual Abstract)

This study attempts 1) to investigate the influences of service quality on customer loyalty in the Korean restaurant industry and 2) to examine how service value and customer satisfaction play mediating roles between service quality and customer loyalty. For these purposes the authors developed a structural model which consists of several variables. Data were collected from 218 respondent responded to the questionnaire. The data were analyzed with Lisrel 8W. The results can be summarized as follows:
First the service quality influences customer satisfaction through the mediation of service value. Second, the customer satisfaction influences customer loyalty through the mediation of customer satisfaction. These su99est that, to achieve the customer satisfaction and customer loyalty, service marketers have to try to improve service value, which can be a trade-off between the given price and the achieved service quality, rather than service quality only.
At the end of the paper, theoretical contributions, managerial implications, limitations and future research directions are discussed .

목차 (Table of Contents)

• I. 서론
• II. 이론적 배경과 연구가설
• III. 조사설계
• IV. 분석과 결과
• V. 결론과 논의