대한안전경영과학회 학술대회 2019년 대한안전경영과학회 추계학술대회

This study was conducted on the foundation of the previous research on determinants such as customer satisfaction and behavioral intention, along with the literature review and research on factors related to the service quality elements. We collected and analyzed the 185 materials by conducting the survey upon the customers who have previously visited the restaurants. As a result of the analysis, we identified that the elements of restaurant service quality have significant effects on the behavioral intention and satisfaction level of the customer through the customer satisfaction. In addition, by using KANO model, we investigated the qualities that attract the customers of the restaurant in order to establish the measures that will maximize the customer satisfaction. Also, to overcome the limitation of KANO model, we additionally analyzed the Better-Worse index. The results of the two quality evaluations were identical to each other, showing the need for improving the physical environment of the restaurant services. Accordingly, more interests and efforts to stimulate the behavioral intention of the restaurant are needed.

4,300원

11.

2019.11 구독 인증기관 무료, 개인회원 유료

SEA COO Maximization A사사례

정용석

대한안전경영과학회 학술대회 2019년 대한안전경영과학회 추계학술대회 pp.111-117 대한안전경영과학회

4,000원

12.

2019.11 구독 인증기관 무료, 개인회원 유료

PCSI지수를 활용한 물류서비스 품질에 관한 실증적 연구

조유진

대한안전경영과학회 학술대회 2019년 대한안전경영과학회 추계학술대회 pp.119-127 대한안전경영과학회

4,000원

간행물

대한안전경영과학회 학술대회

2019년 대한안전경영과학회 추계학술대회 (2019년 11월) 12건