A Study of Service Quality on Customers′ Satisfaction and Loyalty in Japanese Restaurant

일식 레스토랑의 고객만족과 충성도에 대한 서비스 품질에 관한 연구

  • 안효주 (경기대학교 서비스전문대학원 외식벤처경영과) ;
  • 안광열 (오산대학 조리과학과) ;
  • 신충섭 (경기대학교 경영학부)
  • Published : 2004.06.01

Abstract

The purpose of this research is to study the effect of service qualify improvement strategy and its practices on firms' competitive advantage, and identify their influence on customer satisfaction and loyalty. According to this purpose. this paper hypothesized that high service qualify will satisfy customers' needs and result in improved customers' loyalty. Thus, empirical study was conducted to identify the relationships among factors which were identified through literature review. Data were collected from the customers of 3 luxurious japanese restaurants in Seoul. The result of data analyses shows (1) Serve quality factors such as customer service, qualify of meal, location and facility, and types of restaurants make significant difference among three restaurants in terms of customers' perception about service quality; (2) There is statistically significant difference among three restaurants in terms of customers' satisfaction, but there is no significant difference among them in terms of customers' loyalty; and (3) Not only the result from analysis on japanese restaurants inside hotels but also that on the independent japanese restaurant in Kangnam area, shows that service quality factors have significant effect on both customers' satisfaction and loyalty.

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