외식업체의 서비스품질이 고객만족과 재방문의도, 구전의도에 미치는 영향 = 부산지역 패밀리레스토랑을 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is were to identify the nature of the customer service quality of family restaurants, and based on it, to examine the relations among customer satisfaction, intention of revising, and intention of oral transmitting. For this purpose, the relation between the service quality of family restaurants and the customer satisfactionwas investigated through theoretical consideration on the customer service quality of family restaurants and customer satisfaction with resultant variables are examined, and then, an efficient and effective strategic framework was suggested to improve the customer service quality of family restaurant. Through the present study the effects of the service quality of family restaurants on customer satisfaction, and its relation with resultant varibles which are the intention of revising and oral tranmitting were examined, and the results suggests as follows. First, the factors of service quality that affect customer satisfaction are personnel service, menu service and extra service in the orderof intensity. Second, the result of analyzing the relation between customer of satisfaction and the intention of revisiting, customer satisfaction appeared th have a significant effect on the intention of revising. Third, according to the result of analysing the relation between customer satisfaction and the intention of oral transmitting, customer satisfaction appeared to have a significant effect on the intention of oral transmitting. Fourth, according to the result of verifying the relation between the intention of revisiting and the intention of oral transmitting, the two intentions were in positive(＋) correlation with each. Fifth, acording to th result fo analysing the relation among the service quality factors, the intention of revising and the intention of oral transmitting, the factors affecting customers` intention of revisiting and oral transmitting appeared to be menu service, personnel service and extra service in the order of intensity.