DINESERV와 Kano 모델을 활용한 외식업 유형별 서비스 품질 개선 우선순위 (PCSI)에 관한 연구 = A Study on Service Quality Improvement by Type and PCSI using DINESERV and Kano Models-focused on - Korean, Italian, Chinese, Japanese, Fast Food Restaurants -

다국어 초록 (Multilingual Abstract)

Food service industry, which has gone through repeated economic growth, has continued its effort for improvement of profitability and customer satisfaction. Furthermore, in food service industry, it"s important not only to have price competitiveness but also improvement of customer satisfaction with service quality for continuos advancement of service quality and reinforcement of differentiation. Thus, it"s impossible to measure properly the service quality for its improvement when we just use the established criterion of measuring it.
The purpose of this study is comparative analysis mainly of representative food service industry types, such as Korean, Italian, Chinese, Japanese, fast foods restaurants, using DINESERV and Kano models restructured to fit the properties of the industry to improve its service quality. The survey was conducted on customers who have ever used the food service in Daegu. And we asked positive and negative questions of Kano, paired up with present satisfaction in dualistic criterion, using 24 questions among 29 in DINESERV, except for ones that had turned out to be similar in meaning through pre-test and ones that hadn"t been given heed to through pre-study. And this survey was conducted over about 48 days from August 2, 2015 to September 20, 2015. We distributed total 600 copies of questionnaire and received 588 among them, and then excluded 28 copies which were answered unfaithfully and used total valid 560 copies. In analysis of this study, Kano model is applied to food service industry and the service quality is divided into 4 categories of Attractive Quality, Must-Be Quality, One-Dimensional Quality, Indifferent Quality by factor, in the eyes of customers, each of which can represent degree of satisfaction and dissatisfaction. And we can find and establish which factor differentiates the food service using customer satisfaction rate and PCSI(Potential Customer Satisfaction Improvement) and we are to find priority of the factors needed to improve to offer satisfactory service beyond customer expectation and provide implications for improvement of service quality.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구의 설계
• Ⅳ. 분석결과
• Ⅴ. 결론
• References