레스토랑 서비스품질 척도 개발|RISS 상세보기

다국어 초록 (Multilingual Abstract)

The purpose of this study aims to develop the tool to measure the service quality of restaurant, RESQUAL, and the procedure of developing this method was based on previous research. First, in order to develop items to be measured for evaluation of service quality, 47 items were deduced by investigative research, focus group interview, and interview of customers and workers. Exploratory factor analysis showed that factor loading and eigenvalue for physical environment quality, interaction quality, and outcome quality are higher than standard value, confirming the validity of the method. Next, confirmatory factor analysis secured convergence validity and discriminant validity in physical environment quality, interaction quality, outcome quality, and overall RESQUAL service quality. As a result of testing, total of 33 final RESQUAL items to be measured with sufficient reliability and validity were determined: 12 items for physical environment quality 9 items for interaction quality, and 12 items for outcome quality .This study has several theoretical suggestion that service quality of restaurants could be measured more elaborately by using the newly suggested tool for measurement of service quality in the restaurant, RESQUAL. This study also has several suggestions in terms of actual work. Fist, development of methods to evaluate the importance of service quality in restaurants and analysis of weights on each dimension are expected to provide restaurants with efficient competitive power. Second, because newly suggested RESQUAL accurately reflects current trend for restaurants, this method could help easy and convenient analysis of customer needs. However, this study also has some limits and topics for further research. First, this study could not prove fitness or excellence of the newly developed method compared to pre-existing methods for measurement of service quality such as SERVQUAL, SERVPEPF, of DINESERV model. Second, this study depended only on non-probability convenience sampling, and cross-sectional design. Following research is expected to compensate these problems.

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참고문헌 (Reference)

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