레스토랑 서비스품질이 지각된 가치와 만족 및 행동의도에 미치는 영향관계 연구

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

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.