• Culinary science and hospitality research
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• v.15 no.2
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• pp.322-337
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• 2009

This study focused on the relationships of the effects of DINESERV quality upon customer satisfaction, revisit intention and word-of-mouth intention. In addition, it examined the potential mediation effects of customer satisfaction between DINESERV quality and revisit intention and between DINESERV quality and word-of-mouth intention. To meet the above goals, customers who visited 27 Korean restaurants in Jeonju city were surveyed. Total 428 valid copies of questionnaire were then obtained and used for the data analysis using SPSS and AMOS 16.0 for 2-stage analysis. As a result, it was found that some potential factors of DINESERV, such as service encounter, atmosphere and food quality had significant effects on customer satisfaction, but there was no significant effect in the relationship between DINESERV quality and revisit intention; convenience, a potential factor of DINESERV, had a significant effect on word-of-mouth intention; customer satisfaction had a significant effect on revisit intention and word-of-mouth intention; service encounter, atmosphere and food quality had indirect effects on revisit intention and word-of-mouth intention by way of mediation effects of customer satisfaction.

• Journal of the Korean Data and Information Science Society
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• v.19 no.4
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• pp.1165-1172
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• 2008

A considerable amount of research has focused on the dimensionality of service quality construct. To achieve and maintain their comprehensiveness and profitability, restaurant managers should manage and aim to continuously improve the level of service quality offered to their customers. This paper is focused on service quality in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted DINESERV scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in importance and actual performance of 5 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The t-value is used to test difference of the importance and actual performance for DINESERV's 5 dimensions of the 2 restaurant types. But, there is no difference between Korean native cattle and imported beef restaurant.

• Journal of the Korean Data and Information Science Society
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• v.20 no.2
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• pp.273-281
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• 2009

The gap(P-E)-model is based on the disconfirmation paradigm that tries to under stand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satis-faction. But Bhote proposed multiply($I{\times}P$)-model instead of gap(P-E)-model in 1998. This paper is focused on Bhote's multiply($I{\times}P$)-model in food service industry. The purpose of this research is to test whether DINESERV's 5-dimensions by multiply($I{\times}P$) model fits in explaining satisfaction, revisit intention and customer loyalty. The F-value of regression model was used to test the fitness of regression model of the multiply($I{\times}P$)-model. Through analysis, it was found that the multiply($I{\times}P$)-model fits.

• Korean journal of food and cookery science
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• v.25 no.1
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• pp.16-24
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• 2009

This study suggested a theoretical research system on the effects of corporate social responsibility in the foodservice industry upon perceived service quality. Self-administered questionnaires were completed by 509 customers and the data were analysed by frequency, factor analysis, reliability analysis, correlation analysis and multiple regression analysis. The primary results are as follows - Three corporate social responsibility (CSR) factors were obtained - economic responsibility, legal.ethical responsibility and philanthropic responsibility. In addition, five factors were obtained from the factor analysis of perceived service quality - tangibility, reliability, responsiveness, assurance and empathy. Correlation analysis showed a significant correlation between the CSR factors and the customers' perceived service quality factors. Multiple regression analysis, to verify the hypothesis, showed that CSR in the foodservice industry had a significant influence upon customers' perceived service quality; therefore, the research hypothesis was adopted. CSR, which had an effect on tangibility out of the minutely-perceived service quality factors, was indicated in the order of economic responsibility, legal ethical responsibility and philanthropic responsibility. Responsiveness, reliability, and assurance were influenced by legal ethical responsibility, economic responsibility and philanthropic responsibility, respectively, in order. Also, empathy was surveyed to be influenced by legal ethical responsibility, philanthropic responsibility and economic responsibility in order. Consequently, customers' evaluations of perceived service quality may be inferred to have positive effects when the customer recognizes whether the foodservice company performs social responsibility.

• Journal of the Korean Data and Information Science Society
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• v.17 no.3
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• pp.763-774
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• 2006

The purpose of this study is to identify relationship among service quality, service value and customer satisfaction of food service industries. The respondents included 120 customers of K-restaurant in the survey. Data were analyzed by confirmatory factor analysis and cause-effect analysis among the constructs. After research model testing, the following results was obtained : Service Value was influenced directly and positively by the service quality. And customer satisfaction was influenced directly and positively by the service value. But customer satisfaction was not influenced directly and positively by the service quality.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.356-372
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• 2009

The purpose of this study is to study academic tendency in the researches on the service quality of Korean restaurants by analyzing the studies related to the service quality of Korean restaurants. As a result of this study, the studies related to the service quality of Korean restaurants, included in 7 academic journals selected, are totally 26 articles. Among them, there are 14 researches targeting medium-large size Korean restaurants with more than 100 seats. In the methodological aspect, the scales, which were used most frequently in measuring the service quality of Korean restaurants, were indicated to be SERVQUAL in Parasuraman et al.(1988), DINESERV in Stevens et al.(1995) and Brady & Cronin(2001)'s scale. Also, as a result of examining the tendency of researches related to the service quality in Korean restaurants in the contextual aspect, the interaction quality between employees and customers out of customers' perceived service quality was surveyed to have greater influence upon customers' behavioral reaction than the physical quality or technical quality. Consequently, in order to conduct an institutional research through examining the service quality in Korean restaurants, understanding the customers' perceived service quality needs to be implemented preferentially with a systematically verified scale. Moreover, such researches on the service quality of Korean restaurants appear to focus on specific subjects. Thus, in order to escape from this tendency, it is necessary to explore creative research subjects and design diversely and scientifically analytical methods.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.2
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• pp.328-339
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• 2010

This study was conducted to develop a service quality measurement scale suitable for the fast food restaurant segment. After reviewing the relevant literature, it was decided that the current service quality measurement scales (SERVQUAL, SERVPERF, DINESERV) are not appropriate for the fast food restaurant segment. Based on Cronin & Taylor's (1994) argument, perceived service quality is a form of attitude that represents a long-term overall evaluation of the company. Therefore, this study selected SERVPERF items for the initial pool of service quality items. Through a systematic scale development process, the SERVPERF instrument was then refined and a new concise scale was produced. Specifically, a focus group discussion with a group of patrons who are very familiar with fast food restaurants was conducted and the new service quality measure was refined so that it would be more realistic and closely describe service operation in the fast food industry. Moreover, the data collected from 112 college students who visit fast food restaurants frequently were used to statistically evaluate each of the items again via EFA (Exploratory Factor Analysis) and three sub-dimensions were derived: (1) responsiveness, (2) tangibles, and (3) reliability. Additionally, the data collected from 179 fast food restaurant consumers was used to conduct CFA (Confirmatory Factor Analysis). During this process, the convergent validity, discriminant validity, and internal consistency were double-checked. Overall, the newly developed scale achieved validity and reliability on a theoretical and statistical basis. Possible interpretations and managerial implications are also suggested.

• The Korean Journal of Community Living Science
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• v.11 no.1
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• pp.9-18
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• 2000

The purposed of the study was to assess customer satisfaction concerning foodservice quality characteristics by using developed DINESERV model for university employee foodservices. Specially, it was intended to develop the tool which assesses the differences between customer importance and perceptions of customer with actual foodservice delivery by university employee foodservices. Questionnaires were distributed to 300 un9iversity employees. Total 230 university employees responded with a usable response rate of 67.7%. Statistical data analysis was completed using SAS programs for descriptive analysis and t-test. The results of the study are as follows: 1) Employees´first choice was distance when they select foodserveices. They answered their preference as the first factor when they order menu in the foodservices. The first complain factor concerning university foodservices was the taste of food. 2) Customers did not satisfied with the foodservice quality of university employee foodservices. Importance mean score of service quality was 3.81 out of 5 but percption mean score of service quality was 3.10. Importance mean score of food quality was 4.11 out of 5 but perception mean score of food quality was 2.96. 3) Customers´satisfaction of service quality by dimensions were as following order: assurance > reliability > responsiveness > empathy > tangibles. And customers´satisfaction of food quality by dimensions were as following order: nutrition > food > price > sanitation. There were no significant difference about customer satisfaction between contracted management and self-operated.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.324-332
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• 2000

The purpose of the study was to assess customer satisfaction concerning service quality characteristics of university foodservice by using a developed DINESERV model. In particular, it was intended to develop a tool to assess the difference between customer judgements on importance and customers perceptions with actual service delivery by university foodservices. Quenstionnaires were distributed to 1,000 university students. A total at 820 university students responded with a usable response rate of 77.7%. A statistical data analysis was completed using SAS programs for descriptive analysis; a t-test, chi-square test and Dunan's multiple range test. The results of the study are as follows; 1) The mean number of students visiting university foodservices per week for males was larger than that of females. The students' first choice depended on distance when they selected foodservices. They answered their preference as the first factor when they order a particular menu items in foodservices. The first complaint factor concerning university foodservices was the price of the food. 2) Customers was not satisfied with the quality of the service of university foodservices. The important mean score of the service quality was 3.63 out of 5, but the perception mean score of the service quality was 2.87. Therefore, there was a gap(0.76) between the importance score and perception score. 3) Customers' satisfaction with the service quality by dimensions wee int he follow order: assurance>reliability>responsiveness>tangibles>empathy. Customers were more satisfied with the service quality of contracted management than that of self-operated facilities.

• Culinary science and hospitality research
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• v.18 no.3
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• pp.121-136
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• 2012

The purpose of this study is to examine the structural relationships among restaurant service quality, customer value, customer satisfaction, and loyalty. Also, in the structural relationships, it intends to examine the mediating influence of customer value. In order to achieve the purpose of this study, consumers in their 20s and 30s who had the experience visiting to Korean style restaurants, fast food restaurants, pizza restaurants, and family restaurants in Daegu were surveyed through quota sampling. The survey was conducted for a month from May 20 to June 20, 2011, and total 459 copies of questionnaire were used for final analysis using IBM SPSS 19.0 and IBM AMOS 19.0. Analysis result showed that the restaurant service quality such as encounter service and food quality had a significant effect on customer value, customer satisfaction, and customer value on customer satisfaction and loyalty. In addition, it was found that the mediating role of customer value was significant in the influence of service encounter and food quality on customer satisfaction and loyalty.