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한식당의 인지된 서비스 품질이 고객 만족도 및 행동 의도에 미치는 영향 연구 : 신뢰의 매개 효과를 중심으로
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  • 한식당의 인지된 서비스 품질이 고객 만족도 및 행동 의도에 미치는 영향 연구 : 신뢰의 매개 효과를 중심으로
  • A Study on the Effects of Perceived Service Quality in Korean Food Restaurants upon Customer Satisfaction and Behavioral Intention : Focused on the Mediating Roles of Trust
저자명
정효선,송민경,이선령,강옥구,윤혜현,Jung. Hyo-Sun,Song. Min-Kyung,Lee. Sun-Lyung,Kang. Ok-Goo,Yoon. Hye-Hyun
간행물명
한국식품조리과학회지
권/호정보
2009년|25권 5호|pp.545-556 (12 pages)
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한국식품조리과학회
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이 논문은 한국과학기술정보연구원과 논문 연계를 통해 무료로 제공되는 원문입니다.
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기타언어초록

The purposes of this study were to understand the influence of perceived service quality in Korean food restaurants on customer satisfaction and behavioral intention and to empirically analyze whether trust plays a mediating role between both the relations of the perceived service quality and customer satisfaction and the perceived service quality and behavioral intention. Based on total 303 samples obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 5 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2{_{(df131)}}$ = 536.566, p<.01, RMR .126, GFI .841, NFI .896, CFI .919, RMSEA .101. The SEM results showed that the perceived service quality(${eta}$= .823, t = 9.392, p<.001) had a significant positive effect on trust had a significant positive effect on trust, and trust had a significant positive effect on customer satisfaction(${eta}$ = .730, t = 14.202, p<.001) and behavioral intention(${eta}$ = .239, t = 3.362, p<.001). Also, customer satisfaction had a significant positive effect on behavioral intention(${eta}$ = .509, t = 6.978, p<.001). In addition, the effect of the perceived service quality in Korean food restaurants upon behavioral intention was found to be partially mediated by the trust.