觀光호텔 洋食메뉴管理에 關한 硏究 : 顧客滿足度를 中心으로

다국어 초록 (Multilingual Abstract)

Since the 1988 Seoul Olympic Games many hotels has been built. It is difficult to success in the management of the Food-Service business because of growing number of restaurants. For this reason the Satisfaction of the customer's needs and wants is the very first factor to gain the superiority in the Food-Service Industry.
In consequence the requirement of a study on the customer's satisfaction degree with the western restaurant menu and dishes was proposed in this viewpoint.
The results of this study are as followings.
The first, the market distribution of the restaurants is not even.
The second, the customers underestimate the values of dishes in comparison with prices.
The third, menu explanation and promotion passages are not suitable and customers can't understand the written passages on the menus.
The fourth, the artistic aspect of menu copy is ignored.
The fifth, the customers highly need nutritious and dietetic menus.
The sixth the services of the restaurant employees are not enough and the customer's satisfaction of the entire meal is low.
Accordingly the alternatives are suggested as followings.
The first, it is necessary to attract the customers according to the market segmentation. To do this Food-Service managers have to practice a survey on the customers.
The second, to satisfy the customer's needs to advance and to keep their health, menu planners have to develop the dietetic and nutritious menus.
The third, it is necessary to introduce the food quality control system. To do this the customers be asked about the contentment with dishes after a meal.
The fourth, menu planners have to use the adequate descriptive words in written passages on the menus and to consider the customer's artistic desire in designing the menu copy.
The fifth, the restaurant employees serve the customers actively and positively. The employees play an important role as a personal sales promotion method.
In this opinion the business managers of the Food-Service Industry have to investigate the customer's needs and wants and to try to satisfy their needs and wants constantly.
There are few studies until now because of the difficulties of survey on the customers. Lastly I expect many scientific and systematic studies on the customer's satisfaction with the restaurant menus and dishes.

목차 (Table of Contents)

• 目次
• 第1章 序論
• 第1節 問題의 提起 = 1
• 第2節 硏究의 目的 = 2
• 第3節 硏究의 範圍및 方法 = 2
• 第2章 洋食메뉴管理에 關한 理論的 背景
• 第1節 메뉴管理의 理論的 考察 = 4
• 1. 메뉴의 槪念과 重要性 = 4
• 2. 메뉴管理의 特性 = 7
• 3. 메뉴管理上 顧客滿足의 意義 = 13
• 第2節 메뉴의 種類 = 14
• 1. 價格決定方式別 種類 = 14
• 2. 特性別 種類 = 16
• 第3節 메뉴의 構成 및 分析 = 22
• 1. 메뉴의 計劃節次 = 22
• 2. 메뉴의 構成 = 24
• 3. 메뉴의 分析 = 36
• 第3章 메뉴에 대한 顧客滿足度의 實證分析
• 第1節 調査槪要 = 42
• 1. 調査目的 = 42
• 2. 調査對象 = 42
• 3. 調査期間 = 42
• 4. 調査資料 및 處理方法 = 43
• 第2節 實證分析 結果 = 43
• 第3節 分析結果 評價 = 69
• 第4章 메뉴管理의 問題點과 改善方案
• 第1節 問題點 = 73
• 1. 편중된 顧客分布 = 73
• 2. 價格에 비한 價値性不足 = 73
• 3. 不適合한 메뉴 說明 및 販促文句 = 74
• 4. 메뉴板의 藝術的 側面 配慮不足 = 74
• 5. 健康을 考慮한 메뉴不足 = 75
• 6. 不充分한 從事員의 서비스 = 75
• 第2節 改善方案 = 75
• 1. 細分市場別 顧客誘致方案 = 75
• 2. 메뉴開發方案 = 77
• 3. 品質管理方案 = 79
• 4. 販賣手段인 메뉴板開發方案 = 80
• 5. 서비스改善方案 = 81
• 第5章 結論 = 83
• 參考文獻 = 84
• ABSTRACT = 87
• 附錄 設問調査表 = 90