레스토랑 서비스과정 품질 평가를 위한 순차적 주요사건 분석 기법의 활용에 관한 연구 = The use of Sequential Critical Incident Analysis to Evaluate Service Process Quality in the Restaurant Sector

다국어 초록 (Multilingual Abstract)

This study utilized sequential critical incident (SCI) analysis to identify factors influencing restaurant customers` service satisfaction and retention. The sequential critical incident (SCI) technique is much better than the conventional one because it records customers` direct dining experience following a visit to a local restaurant, paying particular attention to both the satisfying and dissatisfying incidents they encountered during their experience. Each customer rated his/her overall satisfaction with his/her dining experience and conveyed his/her intent to return. Three hundred and ninety-seven incidents were collected and analyzed. The results of the study reveal the merits of using the SCI technique in addition to identifying those variables deemed most important as predictors of a customer`s intent to revisit a restaurant. Findings point to the fact that front-line employee service provision has less influence on customers` overall satisfaction with their restaurant experience than other factors like meal and other services.

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