The Impact of Restaurant Service Quality on Perceived Value, Satisfaction, and Behavior Intention (레스토랑 서비스품질이 지각된 가치와 만족 및 행동의도에 미치는 영향관계 연구)

Junghak Lee (이정학)

The Impact of Restaurant Service Quality on Perceived Value, Satisfaction, and Behavior Intention

Journal of Tourism Sciences
Abbr : JTS
2007, 31(5), pp.97-118
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Junghak Lee ¹

¹울산과학대학교

Accredited

ABSTRACT

The purpose of this study was to confirm a three-dimensional model of service quality applying to restaurant with Brady and Cronin(2001)’s findings; “interaction quality” between restaurant employee and customer, “outcome quality” on food, and “physical environment quality” concerned with facility and environment in a restaurant.In order to analyze the proposed constructs, regression analyses were performed for this research. Results showed the influences of service quality dimensions(interaction quality, outcome quality and physical environment quality) on perceived value and satisfaction were positive. Such positive influence also affected behavior intention. In addition, analyses showed that a service quality management in restaurant makes customers revisit through customer’s perceived value and satisfaction. 핵심용어(Key words):레스토랑 서비스품질(Restaurant service quality), 지각된 가치(Perceived value), 만족(Satisfaction), 행동의도(Behavioral intention)

KEYWORDS

no data found.

Citation status

* References for papers published after 2023 are currently being built.

[journal] 김성혁 / 2003 / Determinants of Revisit Intentions in Family Restaurants: Customer Value, Customer Satisfaction, Switching Costs Attractiveness of Alternatives / 관광학연구 / 한국관광학회 27(1) : 201~220

[journal] 이봉구 / 2006 / The Relationship Among Food Consumption-Related Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions: Chicken Spare Rib and Mak Guksu of Cheonchun / 관광학연구 / 한국관광학회 30(5) : 257~276

[journal] 이유재 / 2003 / The Relative Effects of Three Dimensions of Service Quality on CS - A Comparative Study of Existing vs. Potential Customers - / 마케팅연구 / 한국마케팅학회 18(4) : 67~97

[journal] 이유재 / 2001 / 서비스 품질의 측정과 기대효과에 대한 재고찰 : KS-SQI 모형의 개발과 적용 / 마케팅연구 16(1) : 1~26

[journal] 이인구 / 2000 / 지각된 서비스품질, 소비자 태도, 재이용의도 사이의 인과관계 모형 / 한국마케팅 저널 2(3) : 44~63

[journal] 이학식 / 1999 / 서비스품질과 가치 / 한국마케팅저널 1(2) : 77~90

[journal] 정광현 / 2005 / Influencing Factors of the Restaurant Users’ Intention of Reusing / 관광학연구 / 한국관광학회 29(2) : 73~90

[journal] 조윤식 / 2002 / A Study on Congruous of constructs between SERVQUAL and Customer Satisfaction / 관광레저연구 / (사)한국관광레저학회 14(3) : 287~304

[book] 차석빈 / 2001 / 다변량분석의 이론과 실제 / 현학사

[thesis] 최주호 / 2002 / 호텔서비스 인카운터에서의 지각된 서비스품질, 고객태도, 만족, 재이용 의도간의 영향관계 / 박사 / 동아대학교 대학원

[journal] 하광수 / 2001 / 주제공원 방문자의 만족과 방문후 행동의도의 결정요인 / 관광학연구 25(1) : 329~347

[journal] Anderson, E. W. / 1994 / Customer satisfaction, market, share, and profitability: Findings from Sweden / Journal of Marketing 58 : 53~66

[book] Asher, H. B. / 1976 / Casual Modeling / SAGE University Paper

[journal] Baker, D. A. / 2000 / Quality, satisfaction and behavioral intentions / Annals of Tourism Research 27(3) : 785~804

[journal] Baron, R. M. / 1986 / The Model-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations / Journal of Personality and Social Psychology 51(6) : 1173~1182

[journal] Bitner, M. J. / 1992 / Servicescape : The impact of Physical Surroundings on Customers and Employees / Journal of Marketing 56(2) : 57~71

[journal] Bolton, R. N. / 1991 / A Multi-Stage Model of Customer’s Assessments of Service Quality and Value / Journal of Customer Research 17 : 375~384

[journal] Brady, M. K. / 2001 / Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach / Journal of Marketing 65 : 34~49

[journal] Brady, M. K. / 2002 / Performance-Only Measurement of Service Quality : A Replication and Extension / Journal of Business Research 55(1) : 17~31

[journal] Caruana, A. / 2002 / Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction / European Journal of Marketing 36(7/8) : 811~828

[journal] Chang, T. Z / 1994 / Price, Product Information, and Purchase Intention: An Empirical Study / Journal of the Academy of Marketing Science 22(1) : 16~27

[journal] Cronin, J. J. Jr. / 1992 / Measuring Service Quality: A Reexamination and Extension / Journal of Marketing 56 : 56~68

[journal] Cronin, J. Joseph Jr. / 2000 / Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions is Service Environments / Journal of Retailing 76(2) : 193~218

[book] Day, G. S / 1990 / Market Driven Strategy / Free Press

[journal] Duncan, E. / 2002 / Customer Service Quality and Financial Performance among Australian Retail Financial Institutions / Journal of Financial Service Marketing 7(1) : 25~41

[book] Engel, J. F. / 1995 / Consumer Behavior / The Dryden Press

[journal] Fornell, C. / 1992 / A national customer satisfaction barometer : The Swedish experience / Journal of Marketing 56(1) : 1~18

[book] Fridgen, J. D. / 1991 / Dimension of Tourism / Educational Institute of the American Hotel & Motel Association

[book] Gale, Bradley T. / 1994 / Managing Customer Value: Creating Quality and Service That Customers Can See / The Free Press

[journal] Gallaeza, M. G. / 2006 / Value dimensions, perceived value, satisfaction and loyalty : An investigation of university students’ travel behavior / Tourism Management 27 : 437~452

[journal] Gronroos, C. / 1988 / Service Quality: The Six Criteria of Good Perceived Service Quality / Review of Business 9(Winter) : 10~13

[journal] Gronroos, C. / 1984 / A Service Quality Model and its Marketing Implication / European Journal of Marketing 18(4) : 36~44

[journal] Hallowell, R. / 1996 / The relationship of customer satisfaction. customer loyalty, profitability : An empirical study / The International Journal of Service Industry Management 7(4) : 27~42

[journal] Kashyap, R. / 2000 / A Structural Analysis of Value, Quality, and Price Perceptions of Business and Leisure Travelers / Journal of Travel Research 39 : 45~51

[journal] Keaveny, S. M. / 1995 / Customer switching behavior is service industries: An exploratory study / Journal of Marketing 50 : 71~82

[journal] Livesey F. / 1978 / Factors Affecting Consumers´ Choice, Between Manufacturer Brands and Retailer Own Brands / European Journal of Marketing 12(2) : 158~170

[journal] Llosa, S, J. / 1998 / An Empirical Study of SERVQUAL’s Dimensionality / The Industries Journal 18(2) : 16~44

[journal] McAlexander, J. H. / 1994 / Service Quality Measurement / Journal of Health Care Marketing 3(Fall) : 34~40

[journal] McDougall, G. H. / 1994 / A Revised View of Service Quality Dimension : An Empirical Investigating / Journal of Professional Service Marketing 11(1) : 189~209

[journal] Oh, H. / 2000 / The effect of brand class, brand awareness, and price on customer value and behavioral intentions / Journal of Hospitality and Tourism Research 24(2) : 136~162

[book] Oliver, R. N. / 1997 / Satisfaction: A Behavioral Perspective on the Consumer / McGraw-Hill

[journal] Parasuraman, A. / 1997 / Reflections on gaining competitive advantage through customer value / Journal of the Academy of Marketing Science 28(1) : 168~174

[journal] Parasuraman A. / 1988 / SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality / Journal of Retailing 64(Spring) : 12~40

[journal] Parasuraman A. / 1994 / Reassessment of expectations as a comparision standard in measuring service quality : Implications for further research / Journal of Marketing 58(1) : 111~124

[journal] Patti, Charles H. / 1982 / National Advertising, Brand and Channel Control: An Historical Perspective with Contemporary Options / Journal of the Academy of Marketing Science 10(Winter/Spring) : 90~108

[journal] Richardson, Paul S. / 1994 / Extrinsic and Intrinsic Cue Effects on Perceptions of Store Brand Quality / Journal of Marketing 58 : 28~36

[book] Rust, R. T. / 1994 / Service Quality: Insights and Managerial Implications from the Frontier / Sage Publications

[journal] Spreng, R. A. / 1996 / An Empirical Examination of a Model of Perceived Service Quality and Satisfaction / Journal of Retailing 72(2) : 201~214

[journal] Sweeney, J. C. / 2001 / Customer Perceived Value : The Development of a Multiple Item Scale / Journal of Retailing 77 : 203~220

[journal] Taylor, S. A. / 1994 / An assessment of the relationship between service quality and customer satisfaction in the formation of customers’ purchase intentions / Journal of Retailing 70(2) : 163~178

[journal] Westbrook, R. A. / 1991 / The Dimensionality of Consumption Emotion Patterns and Customer Satisfaction / Journal of Consumer Research 18 : 84~91

[journal] Woodruff, R. B. / 1997 / Customer Value: The Next Source for Competitive Edge / Journal of the Academy of Marketing Science 25(2) : 139~153

[journal] Zeithaml, V. A. / 1988 / Consumer Perceptions of Price, Quality and Value: A Mean-End Model and Synthesis of Evidence / Journal of Marketing 52 : 2~22

[book] Zeithaml, V. A. / 1998 / Service Marketing / McGraw-Hill Book Co

[journal] Zeithaml, V. Z. / 1996 / The Behavioral Consequences of Service Quality / Journal of Marketing 60 : 31~46

KJCKorea
Journal Central

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7