SERVQUAL과 DINESERV로 측정한 국내 프랜차이즈형 한식당의 서비스 품질에 관한 비교 연구 = A Comparative Study on the Perceived Service Quality in Franchise Korean Restaurants by using SERVQUAL and DINESERV

다국어 초록 (Multilingual Abstract)

This study measured service quality of Korean restaurants using SERVQUAL in
Parasuraman et al.(1988) and DINESERV in Stevens et al.(1995), compared validity
and reliability in measurement items by each scale. Self-administrated questionnaires
were completed by 332 undergraduates and data were analysed frequency, factor,
reliability and correlation with SPSS and Amos program.
Major results of this study can be outlined as follows: First, in the items that were
measured with SERVQUAL and DINESERV, totally 5 factors of tangibility, empathy,
reliability, assurance, and responsiveness were elicited equally in each, as service
quality in Korean restaurants. As a result of comparing validity and reliability, the
explanatory adequacy in SERVQUAL was 72.188%, which is higher than 69.802% in
DINESERV. Confirmatory factor analysis also showed that SERVQUAL's adequacy is
higher than DINESERV in all aspects. Second, in the perceived service quality in
visitors of Korean restaurants, the reliability showed the highest mean value among 5
service quality dimensions in both of SERVQUAL and DINESERV.

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