고객만족 향상을 위한 HACCP 시스템의 관리방안 -소규모 베이커리를 중심으로- = HACCP Management System for Improving Customer Satisfaction -Focusing on Small Size Bakeries-

다국어 초록 (Multilingual Abstract)

The purpose of this study is to present HACCP management method for improving customer satisfaction in bakery industry. As a study method, literature review on HACCP and customer satisfaction and developing questionnaires through model design were done. Then, a survey was done to 206 customers who had experiences of visiting small size bakeries in Seoul or the national capital region. It was then statistically analyzed and examined. In conclusion, even though the respondents showed positive expectation that the certification of HACCP will have an effect on the factors of customer satisfaction like brand image, quality of product and service, facility and physical environment and so on, but as we proved in the course of study model`s hypothesis confirmation, actually, current promoting efforts and strategies of the government or related institutions to spread recognition of HACCP don`t have an meaningful effect on the factors of customer satisfaction.

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