특급호텔 뷔페레스토랑의 중요선택요인과 이용제약요인 분석 : 서울시내 특1급 호텔을 중심으로 = Analysis of the important choice factors and use constraint factors of the buffet restaurant in the deluxe hotel : focused on deluxe 1st-class hotel

다국어 초록 (Multilingual Abstract)

The purpose of this study was to provide basic materials for contribution to business performance through the enhancement of efficiency in customer management and sales increase by analysing the choice attribute and use constraint factors of buffet restaurants in the deluxe hotel according to customers' characteristics and providing useful information on the creation of new customers, the loyalty of repeat customers and the attraction of customers.
For this purpose, empirical research was conducted based on hotel and food ＆ beverage product, hotel buffet restaurant and the choice attribute, constraining factors and customer satisfaction of the hotel buffet restaurant.
To carry out empirical research, the questionnaire related to the choice attribute and constraining factors of hotel buffet restaurants were drawn up and 400 questionnaires were distributed to the customers using hotel buffet restaurants. 341 questionnaires returned were used for empirical research, and an attempt was made to test the hypotheses by using the following analytic method based on the responses on the returned questionnaires and elicit the suggestive points:
First, frequency analysis was conducted on the matter relating to the demographic matters and the pattern of use.
Second, factor analysis was conducted by using the varimax rotational method through the analysis of principal ingredients to elicit the choice attribute and constraining factors of the buffet restaurant of the deluxe hotel.
Third, t-test and one-way analysis of variance were conducted on the matters relating to respondents' demographic characteristics and choice attribute and constraining factors of the buffet restaurant of the deluxe hotel.
Fourth, multiple regression analysis was conducted to test the influence that the elicited factors had on the satisfaction with the use of the buffet restaurant of the deluxe hotel and its revisit.
Based on the above findings, this study attempted to present the following marketing strategy necessary for actual business activity:
First, it is necessary to reinforce ' the taste and hygiene of food, facilities and additional services, and image and convenience' that was found to be of relative importance compared to any other overall choice attributes.
Second, the result of analysis of the factors coming to a forefront as the contraining factors in using the buffet restaurant of the deluxe hotel suggests that it is necessary to provide for a solution to the matters relating to the price found to be the constraining factor to all the respondents, namely 'the factors of' high price, poor discount rate, excessive luxury and the like'.
Third, factor analysis was to identify the influence of the choice factor of the buffet restaurant on satisfaction and revisit, which again emphasizes the importance of the 'taste and hygiene of food' perceived to be important in the choice attribute of the buffet restaurant. Especially it was confirmed that employees' services such as hospitality, speediness, business-relate knowledge, complexion and costume, accurate billing and the like' had a significant effect on the level of satisfaction and the intentions to revisit.
Fourth, the result of attempting to analyse the effect of the factor of constraining the use of the buffet restaurant of the deluxe hotel shows that price was the biggest problem. There is a need to replace an alternative to this problem with the content proposed in the use-constraining factor, and an it is proposed that it is necessary to propose the development of the program for students with relatively fewer time constraint compared to any other group.
Finally, if all the products sold in the hotel such as facilities service, material goods and the like found above are developed to satisfy customers' wants and needs by taking into consideration the customer's position, it would naturally lead to the equation of customer satisfaction, revisit and the customer loyalty.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 2
• 제3절 연구의 방법 및 범위 = 4
• 제2장 연구의 이론적 배경 = 7
• 제1절 호텔 레스토랑 및 식음료 상품에 대한 이론적 고찰 = 7
• 1. 호텔의 레스토랑 = 7
• 2. 호텔의 식음료 상품 = 10
• 제2절 호텔 뷔페레스토랑의 이론적 고찰 = 14
• 1. 호텔 뷔페레스토랑의 개념 = 14
• 2. 호텔 뷔페레스토랑의 종류 = 16
• 3. 호텔 뷔페레스토랑의 특성 = 18
• 4. 호텔 뷔페레스토랑의 구성 환경 = 21
• 제3절 호텔레스토랑 선택속성에 관한 이론적 고찰 = 31
• 1. 구매자의 선택속성에 관한 이론적 배경 = 31
• 2. 구매자의 레스토랑 선택과정 = 32
• 3. 호텔레스토랑 선택행동에 영향을 미치는 요인 = 32
• 4. 호텔 레스토랑 선택에 관한 선행연구 = 34
• 제4절 고객만족에 따른 호텔레스토랑 재방문 유발요인과 제약요인 = 36
• 1. 고객만족의 개념 = 36
• 2. 고객만족의 결정변수 = 38
• 3. 고객만족의 결과변수 = 44
• 4. 제약요인 = 48
• 제5절 선행연구 동향 = 50
• 1. 국내 연구 = 50
• 제3장 실증조사 및 분석방법의 설계 = 55
• 제1절 연구모형 및 연구가설 = 55
• 1. 연구모형 = 55
• 2. 연구가설 = 56
• 제2절 실증적 조사 설계 및 분석방법 = 57
• 1. 표본의 설계 = 57
• 2. 조사도구의 설계 = 57
• 3. 분석방법 = 60
• 제4장 실증분석의 결과 및 요약 = 62
• 제1절 자료의 분석 = 62
• 1. 표본의 인구 통계적 특성 = 62
• 2. 호텔 뷔페레스토랑의 이용형태에 관한 특성 = 63
• 제2절 가설검증을 위한 예비분석 = 64
• 1. 특급호텔 뷔페레스토랑의 선택속성에 대한 요인분석 = 64
• 2. 특급호텔 뷔페레스토랑의 이용제약요인에 대한 요인분석 = 66
• 제3절 가설검증 = 67
• 1. 특급호텔 뷔페레스토랑의 선택속성에 대한 가설검증 = 67
• 2. 특급호텔 뷔페레스토랑의 이용제약요인에 대한 가설검증 = 69
• 3. 특급호텔 뷔페레스토랑의 선택속성요인이 만족도 및 재방문에 미치는 영향을 알아보기 위한 회귀분석 = 72
• 4. 특급호텔 뷔페레스토랑의 이용제약요인이 만족도 및 재방문에 미치는 영향을 알아보기 위한 회귀분석 = 73
• 제4절 분석결과 요약 = 73
• 제5절 연구의 시사점 = 75
• 제5장 결론 = 78
• 제1절 연구의 요약 = 78
• 제2절 연구의 한계점 = 81
• 참고문헌 = 82
• 고객설문조사 = 87
• ABSTRACT = 92