외식업의 立地 및 質的 構成要素가 고객 滿足度와 忠誠度에 미치는 影響에 관한 硏究 = (A) study on the effects of location and the qualitative components on the customer satisfaction and loyalty in food service industry

다국어 초록 (Multilingual Abstract)

The frequency of dining out has continually been increasing due to the increase of leisure hours, the increase of the social participation of women, and the increase of nuclear families and single-family homes. As a measure for earning a living in the time of the early retirement of the older generations and the unemployment of the younger generations, at the same time, food service industry shows a continuous trend of increase, with its competition intensified and sharpened day by day.
People are facing lots of difficulties in making a differentiation from other food service venues only in physical elements like price and quality. The food service industry of nowadays is erasing the technological gaps more and more, that it is even more difficult to hold a dominant position in competition only by physical competitiveness in the products.
As the factors for deciding the economic value of a food service venue, there are the internal factors of the characteristics of products, the style of management and others, and the external factors of the characteristics of the population in the commercial sphere, locational factors and others. There appears a degree of limitation in respect of the internal factor of quality, that more researches and investigations need to be done in the matters of the conditions of location and service.
The location of a venue can bring a great deal of variety in its economic value. In foundation order for a food service venue to survive in the harsh reality in food service industry, it must conduct a thorough pre-analysis in commercial sphere and location. The analysis of commercial sphere and location is really crucial, but many would-be-start-up managers tend to even forget to make the standards for analysis, as well as to neglect the very conduct of it.
As for the subject of location, which is an important factor for the continuous survival and development of food service industry, its previous studies have tended to set it as one of the various factors for the increase of economic value and to ask the utility for the economic value as one factors of the questionnaire items,
The present study tries to verify the mutual relative importance of the locational factors affecting the economic value in food service industry through an empirical analysis, which has been rare in the previous studies.
It also tries to verify, together with it, the mutual relative importance of the locational factors and the main components of quality in food service industry in order to understand which affect the success of business more for the success of food service industry.

The result presents the following implications:
Firstly, the visibility and the accessibility are the most important factors in location, with position and crowding following it;
Secondly, the taste of food and the courtesy in service are the most important factors in qualitative components, with interior atmosphere and price following it;
Lastly, the qualitative components affect the customer loyalty more significantly than location.
These findings can also be referred to by the individuals who are starting a dining out restaurant in the future.

목차 (Table of Contents)

• 제1장 서론 5
• 제1절 연구의 배경 및 목적 5
• 제2절 연구의 방법 및 구성 7
• 제2장 입지 및 질적 요소의 이론적 분석 및 선행연구 고찰 9
• 제1절 입지 및 상권의 이론적 고찰 9
• 1.입지의 개념 9
• 2.상권의 개념 16
• 3.상권분석 시 오류(4착각 현상) 29
• 4.입지 및 상권의 선행연구 34
• 제2절 외식업 질적 요소의 이론적 고찰 39
• 1.외식업의 개념 39
• 2.외식업의 특징 40
• 3.외식업의 현황 40
• 4.외식업의 질적 차원의 평가요인 선행연구 41
• 제3절 고객 만족도의 이론적 고찰 44
• 1.고객 만족의 정의 44
• 2.고객만족의 측정방법 45
• 3.서비스 품질과 고객 만족과의 관계 46
• 제4절 고객 충성도의 이론적 고찰 47
• 1.고객 충성도의 개념 47
• 2.서비스 품질과 충성도의 관계 51
• 제3장 연구가설 설정 및 연구모형 설계 53
• 제1절 가설설정 53
• 제2절 연구모형 설계
• 1.연구모형 57
• 2.변수의 조작적 정의 59
• 제3절 표본 선정 64
• 1.표본의 선정과 자료수집 64
• 2.설문지 구성 및 내용 65
• 제4장 실증분석 결과 67
• 제1절 표본의 특성 67
• 제2절 타당성 및 신뢰성 검증 72
• 1.타당성 검증 72
• 2.신뢰성 검증 72
• 제3절 입지 및 질적 구성요소의 인구 통계학적 특성 78
• 제4절 상관관계 분석 89
• 제5절 가설 검정 및 결과 해석 91
• 1.입지 및 질적 구성요소와 고객 만족도와 충성도 관계 91
• 2.입지 및 질적 구성요소의 상대적 중요성 98
• 제5장 결 론 100
• 제1절 연구결과의 요약 100
• 제2절 시사점 및 향후 연구방향 104
• 참고문헌 106
• ABSTRACT 110
• 설문지 113