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A study of Service Quality on Customer's Satisfaction and Loyalty in Japanese Restaurant

  • Journal of The Korea Society of Computer and Information
  • Abbr : JKSCI
  • 2004, 9(2), pp.149-160
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science

안효주 1 안광열 2 신충섭 1

1경기대학교
2오산대학

ABSTRACT

The purpose of this research is to study the effect of service quality 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 quality 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, quality 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.

Citation status

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