한식체인레스토랑 서비스품질이 고객만족과 재방문의도, 구전효과에 미치는 연구 : 부산지역을 중심으로 = The effect where the service quality of the korean-style food chain restaurant causes customer satisfactory re-visitention and world of mouth effect : -Busan area center

다국어 초록 (Multilingual Abstract)

Be to recognize the influence relation that the service quality that the customer who used a Korean meal chain restaurant experienced has on a customer only to a foot, re-visitention, a tradition effect.
Derived from the service quality evaluation property that added to a convenient position, parking facilities, an atmosphere, variety of a menu, a kindness duty of an employee, a taste of food and other element in quality to 5 service quality measurement variable of a SERVQUAL model to measure a variable of service quality evaluation property extracted in the preceding study of a Korean meal chain restaurant in this study by a foundation in order to achieve this study purposes. In this way each factors to have been composed of set up a hypothesis after currently visited directly to the customers who used a Korean meal chain restaurant at Busan area, and investigating questionnaire, and verified.
Influence that factors all of service quality affected a customer only to a foot at hypotheses result of research, service quality defined a customer only to a foot, and to affect, and a foot was mad to re-visitention showed to definition relation. Were, and saw part adoption so that the object of the customer who used an eating out enterprise of the day became lower, and tangible anger (data beach, modern facilities, convenient facilities, a correct underwear meal offer in time) was very occupying in this study in the influence that service quality had on to re-visitention. If service quality grows larger, the influence that service quality has on to a tradition effect grows larger, and there is a lot of by a tradition effect affected, and the results appeared.
If a Korean meal chain restaurant use customer was satisfied with service quality to a basis, were natural, re-vistintention and affected naturally, and service quality was able to know that factors of service quality were crucial in relation of re-visitention and tradition effect in satisfaction processes of a customer while studying these paper.
As a result of having studied the influence relation that service quality has on a customer only to a foot, re-visitention, a tradition effect of a Korean meal chain restaurant by a foundation, have the following limit.
Be short for a sample unit to target customers using a Busan area Korean meal chain restaurant representing a total eating out enterprise. The results that time is different a little according to judgment or the accumulations of an experience according to stream can be said.

목차 (Table of Contents)

• Ⅰ. 서론 = 1
• 제1절 문제의 제기와 연구목적 = 1
• 1. 문제제기 = 1
• 2. 연구 목적 = 2
• 제2절 연구 범위와 방법 = 3
• 1. 연구 범위 = 3
• 2. 연구 방법 = 4
• Ⅱ. 연구의 이론적 고찰 = 6
• 제1절 외식산업의 의의 = 6
• 1. 외식산업의 개념 = 6
• 2. 외식산업의 기능 = 7
• 3. 한식체인레스토랑의 현황 = 9
• 제2절 서비스품질의 이론적 고찰 = 12
• 1. 서비스품질의 개념 = 12
• 2. 서비스품질의 측정 요인 = 16
• 제3절 고객만족의 이론적 고찰 = 20
• 1. 만족의 개념 = 20
• 2. 고객만족의 의의 = 21
• 3. 고객만족에 관한 연구 = 25
• 4. 서비스품질과 고객만족의 관계 = 32
• 5. 서비스품질과 고객만족 선행연구 = 33
• 제4절 재방문에 관한 이론적 고찰 = 45
• 1. 재방문의 개념 = 45
• 2. 고객만족과 재방문의도에 관한 연구 = 49
• 3. 고객만족과 재방문의 관계 = 57
• 4. 서비스품질과 재방문의 관계 = 58
• 제5절 구전효과에 관한 이론적 고찰 = 59
• 1. 구전효과의 개념 = 59
• 2. 서비스품질과 구전효과의 관계 = 60
• Ⅲ. 조사설계와 분석방법 = 61
• 제1절 가설 설정과 연구모형 = 61
• 1. 가설 설정 = 61
• 2. 연구모형의 설정 = 62
• 제2절 조사설계 = 63
• 1. 변수의 조작적 정의 및 측정 = 63
• 2. 자료 수집 = 64
• 3. 분석 방법 = 64
• Ⅳ. 실증분석 = 65
• 제1절 자료 분석 = 65
• 1. 표본의 일반적 특성 = 65
• 2. 한식체인레스토랑 이용실태 = 66
• 3. 타당성 및 신뢰성 검증 = 68
• 제2절 가설 검증 = 72
• 1. 상관관계분석 = 72
• 2. 분석결과 요약 = 73
• Ⅴ. 결론 = 77
• 제1절 연구의 요약 및 시사점 = 77
• 제2절 한계점 및 향후 연구방향 = 79
• 참고문헌 = 80
• 1. 국내 문헌 = 80
• 2. 국외 문헌 = 83
• 설문지 = 89
• Abstract = 94
• 감사의 글 = 96