레스토랑의 환경특성, 가치, 품질, 전반적 만족, 그리고 고객의 자발적 행위와의 구조적 관계 = The Structural Relationships among Restaurant"s Environments, Value, Quality, Overall Satisfaction, and Customer Voluntary Performance

국문 초록 (Abstract)

  본 연구는 레스토랑 환경이 고객의 자발적 행위에 미치는 영향, 그리고 이들 관계에 있어서 레스토랑 가치, 품질, 그리고 전반적 만족도의 매개역할을 실증적으로 검증하였다. 723명의 레스토랑 이용고객들을 대상으로 데이터를 수집하여 분석한 결과는 다음과 같다. 첫째, 메뉴특성이 레스토랑 가치와 품질에 유의한 영향을 미치는 것으로 나타났다. 둘째, 종업원 서비스 특성이 레스토랑 가치의 매개역할을 통해서 레스토랑 품질에 유의한 영향을 미치는 것으로 나타났다. 셋째, 시설/분위기 특성이 레스토랑 가치와 품질에 유의한 영향을 미치는 것으로 나타났다. 넷째, 레스토랑 내 촉진 특성이 레스토랑 가치와 품질에 유의한 영향을 미치는 것으로 나타났다. 다섯째, 레스토랑 가치는 레스토랑 품질과 전반적 만족도, 그리고 레스토랑 가치는 전반적 만족도에 유의한 영향을 미치는 것으로 나타났다. 마지막으로, 전반적 만족도는 충성도, 참여, 그리고 협조 등 고객의 자발적 행위에 유의한 영향을 미치는 것으로 나타났다.

다국어 초록 (Multilingual Abstract)

  This study investigates the relationship between restaurants" environments and customer voluntary performance, and examines how restaurant value, quality and overall satisfaction play a mediating role between restaurants" environments and customer voluntary performance. In addition, this study investigates the structural relationships among restaurant"s value, quality and overall satisfaction.<BR>  For these purposes authors developed a structural model, which consists of several variables. The data were collected from 723 respondents and was analyzed with SPSS/PC+ 12.0 and LISREL 8.5.<BR>  The findings are as follows. First, the menu characteristics have a significant positive influence on the value and quality of restaurants. Second, the employee service characteristics have a significant positive influence on the quality through mediating role of value variables. Third, the facilities/atmospheres have a significant positive effect on the value and quality of restaurants. Fourth, in-restaurant promotions have a significant positive effect on the value and quality of restaurants. Fifth, the customer value has a significant effect on the restaurant quality and overall satisfaction, and the restaurant quality has a significant effect on the overall satisfaction. Finally, the overall satisfaction has a significant effect on the customer loyalty, participation, and cooperation.

목차 (Table of Contents)

• 〈요약〉
  Ⅰ. 서론
  Ⅱ. 이론적 배경
  Ⅲ. 연구모형과 가설
  Ⅳ. 연구설계
  Ⅴ. 실증분석
  Ⅵ. 결론
  참고문헌
  〈Abstract〉
  

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