프랜차이즈 서비스요인이 가맹점주의 만족도에 미치는 영향 = 국내 소규모 프랜차이즈 외식업체를 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to figure out what franchisees are satisfied with service factors when franchisees choose are, and what relation between these satisfactions and re-contract is. In order to achieve objectiveness, this study carries out survey based on small-size franchisees in domestic restaurant, and the number of usable was 149(74.5%). The collected data were analyzed reliability analysis, factor analysis, and path analysis by using SPSS 11.0 version. The service factors - service before opening, publicity service, supporting goods service, continuous supporting management - are based on literature review. Each factor affects on satisfaction, but only publicity service is dissatisfied. This based on the domestic reality means that franchising should reinforce publicity service. Moreover, this study show that overall satisfaction affects on re-contract and intention of recommendation.