The study was conducted to investigate the causal relationships among the service quality, customer satisfaction, and re-visitation, and to verify the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation in the restaurant industry. To satisfy this purpose, a survey questionnaire was developed and distributed to the customers in three family restaurants in Daejon. A total of 374 questionnaires was collected and analyzed by SPSS statistical program. The results of statistical analysis confirmed the causal relationships among the key variables(service quality, customer safisfaction, and re-visitation) and the existence of intervening variables which affect on the relationship between customer satisfaction and re-visitation. The intervening variables (A desire to diversification and the quality of relationship) had positive effects on the relationship between customer satisfaction and re-visitation.
[ABSTRACT]
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구 방법
Ⅳ. 결과
Ⅴ. 결론
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