Effect of The Food Service Company Located at Tourist Site’s Core Service and Additional Service on Customer Satisfaction: based on Three Factor Theory

Lee, Sang-Kyung; KIM MIN JOO

doi:10.17086/JTS.2019.43.4.159.177

The purpose of this study is to understand the logic of the dual-factor theory and the three-factor theory in order to identify salient factors of customer satisfaction and dissatisfaction. In addition, the study identifies three factors from the multi-dimensional perspective in conjunction with the revised core service and additional service model. A pilot study was carried out with two preliminary studies, while the main survey was performed separately for satisfied respondents and overall dissatisfied respondents, respectively. The total sample size was 316, which accounted for 207 satisfied respondents and 109 dissatisfied respondents. From the analyses, the four factors that influenced overall satisfaction and dissatisfaction were identified as follows: 1) core service factor with high differentiation potential affecting both satisfaction and dissatisfaction; 2) core service factor with low differentiation potential affecting only dissatisfaction; 3) additional service with high differentiation potential affecting only satisfaction; and 4) additional service with low differentiation potential affecting only dissatisfaction. These analysis results not only suggest the validity of the three-factor theory of customer satisfaction but also the need for segmentation of core and additional services.

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REFERENCES (42)
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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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