Kano 모델을 이용한 외식업체 서빙 로봇의 서비스 품질에 관한 연구

송주완,박종찬 한국외식산업학회 2024 한국외식산업학회지 Vol.20 No.1

The purpose of this study is to determine the service quality of serving robots in restaurant companies. To achieve this goal, service quality attributes for serving robots were classified using the Kano model quality attribute classification method and the Better and Worse indices using Timko's customer satisfaction coefficient. This enabled us to categorize the service quality attributes for restaurant-serving robots. This study aimed to consumers with experience in using serving robots and implemented research via a total of 192 surveys. The results are as follows: The results of the Kano model's quality attribute analysis classified 3 attractive attributes, 3 centralized attributes, and 8 must-be attributes. According to this, we calculated the Better and Worse indexes to provide insights into whether aiming to specific attributes in serving robots could increase customer satisfaction and decrease dissatisfaction. Moreover, we presented implications for emphasizing quality attributes that are crucial for customer satisfaction.

지역관광의 코로나 영향과 극복방안

송주완 한국도시행정학회 2020 한국도시행정학회 학술발표대회 논문집 Vol.2020 No.12

인스타그램을 통한 상대적 박탈감이 비합리적 소비행동에 미치는 영향: 호텔 관련 콘텐츠 중심으로

송주완 한국외식산업학회 2019 한국외식산업학회지 Vol.15 No.4

The purpose of this study is to conduct an empirical analysis on the influence of comparative deprivation experienced upon accessing contents related to hotel through other people’s instagram account on irrational consumer behavior including impulse purchase, conformity purchase, and conspicuous consumption. The subjects of this study are 240 instagram users between the age group of 20s to 50s from in Korea and were provided with a survey. Using statistical package of SPSS for Windows Version, analysis such as frequency analysis, factor analysis, reliability analysis, and regression analysis had been conducted on all 240 samples. Irrational consumer behaviors were categorized into impulse purchase, confirmity purchase, and conspicuous consumption and based on the result, comparative deprivation established through instagram appears to affect rates of impulse purchase, conformity purchase, and conspicuous purchase. The result of this study will provide an implications of consumer behavior resulting from comparative deprivation.

외식업체 SNS의 광고가치가 브랜드 자산, 브랜드 충성도에 미치는 영향

송주완,이형룡 한국외식경영학회 2015 외식경영연구 Vol.18 No.1

The purpose of this study was to investigate the effects of the advertising value of SNS advertising by food service providers on brand equity and loyalty. To verify the hypotheses, We collected 470 data in Seoul and Gyeonggi Province. After excluding, total 349 were used in analysis. statistical analysis with the SPSS 18.0 for windows and AMOS 18.0 in order to achieve the research objective. The research findings were as follows: First, information in Hypothesis 1-1 and 1-2 positive (+) effects on brand equity, and inconvenience in Hypothesis 1-3 had significant negative (-) effects on it. Second, brand equity in relations between brand equity and loyalty formed after experiencing an advertisement turned out to have significant influence on brand loyalty. The multigroup analysis results of a family restaurant and coffee shop show that information and entertainment had no statistically significant differences, whereas inconvenience did. The results indicate that entertainment of the SNS advertising values of food service providers has the biggest influence on brand equity and that inconvenience has no influence. SNS(소셜 네트위킹 서비스)를 통한 광고 활동은 고객에게 언제 어디서든 시간과 장소의 제약을 받지 않고 의사전달이 가능하기 때문에 외식업체는 SNS 광고를 통해 새로운 정보들을 제공하는 동시에 호기심을 일으켜 외식업체에 대한 관심을 증가시키는 역할을 하고 있다. 이러한 측면에서 광고가치는 광고효과를 평가하는 유용한 측정기준이라고 할 수 있다. 본 연구에 수집된 자료는 연구 목적을 달성하기 위해 데이터 코딩 과정을 거친 후 SPSS 18.0 for windows 통계패키지 프로그램과 AMOS 18.0을 이용하여 통계분석을 실시하였다. 자료분석은 빈도분석 실탐색적 요인분석, 확인적 요인분석, 신뢰도 검증, 2차 확인적 요인분석, 구조 방정식, 다중집단분석을 실시하였다. 본 연구의 결과를 통해 외식업체의 SNS 광고가치 중 오락성이 브랜드 자산에 가장 큰 영향을 미치는 것으로 나타났고, 불편성은 영향을 미치지 않는 것으로 나타났다. 이는 SNS 이용자들은 SNS의 사용이 익숙하고, 편리하다고 인식하기 때문에 SNS를 통해 광고를 접할 때, 선택적 행동을 취함으로 인해 불필요한 광고에 대한 불편성을 인지하지 못하는 것으로 해석될 수 있다. 또한 패밀리 레스토랑에서는 불편성을 인지하는 반면, 커피전문점에서는 불편성을 인지하지 못하였다. 이를 근거로 하여 외식업체에서 어떠한 방식으로 SNS 광고를 제작하여야 하는지에 대한 방향을 제시해 줄 수 있을 것이다.

청년층 1인가구의 외식 배달앱 서비스 편의성이 지속적 이용의도에 미치는 영향: 배달앱 서비스 이용비용 지불의사의 조절효과를 중심으로

송주완 한국외식산업학회 2019 한국외식산업학회지 Vol.15 No.3

The purposes of this study are to investigate the effect of food delivery App. service convenience on the continuous use intention for rising-generations single households and based on it, analyze positively if the willingness to pay delivery App. service charge plays the controlling roles as controlling variables in the relationship between two variables. To achieve those purposes, survey was conducted for 250 single-person household living in Seoul and Gyeonggi and except for 10 questionnaires with insincere responses, SPSS for Windows Version 18.0 statistics package was utilized for 240 samples for frequency analysis, factor analysis, credibility analysis, regression analysis, and moderating effect analysis. As a result, first, delivery App. service convenience was factorized to 3 sub-factors; approach convenience, decision-making convenience, and afterward convenience. As a result of regression analysis for hypothesis verification, all of 3 sub-factors of service convenience made positive effects on continuous use intention. Second, in relations between delivery App service convenience and continuous using intention, controlling effects were analyzed by setting willingness to pay delivery app. service charge by moderating variables. As a result, in the relations between two variables, there was no significant moderating effect.

한국․미국․일본 외식산업의 경영 발전사에 대한 고찰

송주완,김근종 한국외식산업학회 2019 한국외식산업학회지 Vol.15 No.2

The purpose of this study is to review the Food service Industry Management History of the Korea, America and Japan. To this end, This study analyzed the existing Food service industry management statistic and reviewed the cases of foreign countries. In case of Korea, The Food service Industry Management has developed since The Olympic’s game. Those days, The family restaurant, chain restaurant was introduced from America. 1990’s In korea, The Sizzler, Bennigan’s Marche was introduced from western country. In case of America, At the first, The America had introduced the take-out service systems. In 1980’s, The America had developed the delivery business, casual restaurant in affordable price. In 2000’s, The health food has popular in America. In case of Japan, After Tokyo Olympic’s game, The Central Kitchen systems and Franchise systems was introduced from America. In 1971, The First McDonald’s Hamburger was introduced In Japan. The Japan has a lot of Food service franchisee systems In 2000s. Finally, Korea, America and Japan has their’s special history backround in the food service industry.

소규모 외식업체의 경영자 특성과 경영환경이 인지적 경영성과에 미치는 영향

송주완 한국외식산업학회 2020 한국외식산업학회지 Vol.16 No.1

The purpose of this study is to identify the influence of management characteristics and recognized management environment of small restaurant operators on the perceived management performance. This study was conducted for business operators who have operated small restaurants with an area of 150 square meters or less, four employees or fewer, and 19 seats or less among those registered as business operator in Sejong City. Data were collected from total 183 questionnaires to conduct frequency analysis, reliability analysis, factor analysis, and regression analysis using the SPSS 18.0 statistical package. As a result, the managerial characteristics were classified into three factors, psychological characteristics, competency characteristics, and behavioral characteristics. The management environment were classified into 2 factors, uncertainty of external management environment, uncertainty of internal management environment, the cognitive management performance is classified into a single factor. As a result of the regression analysis for the verification of the hypothesis, the psychological and behavioral characteristics among the manager characteristics are found to have a significant influence on the perceived management performance, and the competency characteristics showed no significant effect. Both uncertainty of external business environment and uncertainty of internal management environment are found to have a significant impact on the perceived business environment. Based on this study, it will be possible to provide small restaurant operators the characteristics of managers who can increase their business performance and implications that can overcome uncertainties arising from business environment factors.

외식업체의 기술기반 셀프서비스(TBSS)의 사용의도에 관한 연구: 혁신저항 모델을 중심으로

송주완 한국호텔관광학회 2019 호텔관광연구 Vol.21 No.3

본 연구의 목적은 혁신저항모델을 바탕으로 외식업체의 기술기반 셀프서비스(TBSS)에 대한 혁신특성과 소비자특성이 혁신저항 및 사용의도에 어떠한 영항을 미치는지를 규명 하는데 있다. 본 연구의 표본은 서울, 경기 지방에 거주하고 있으며, 외식업체의 기술기반 셀프서비스(TBSS)를 경험한 고객 중 기술기반 셀프서비스(TBSS)에 대한 혁신저항이 유지되고 있다고 판단되어지는 소비자를 조사가 실시되었으며, 총 230부의 설문지를 통해 자료를 수집하여 SPSS 18.0 통계 패키지를 활용하여 빈도분석, 신뢰도 분석, 요인분석, 회귀분석을 실시하였다. 그 결과 요인분석을 통해 혁신특성은 상대적 이점, 인지된 적합성, 인지된 복잡성의 3개 요인으로 분류되었으며, 소비자특성은 사회적 이미지, 혁신성향, 기존 서비스태도의 3개 요인으로 분류되었다. 혁신저항과 사용의도는 단일 요인으로 분류되었다. 가설 검증을 위해 회귀분석을 실시하였고 그 결과 첫째, 혁신특성과 소비자특성은 혁신저항에 영향을 미치는 것으로 나타났다. 둘째, 혁신저항은 사용의도에 영향을 미치는 것으로 나타났다. 이러한 연구를 바탕으로 외식업체에서는 기술기반 셀프서비스(TBSS)에 대한 소비자의 사용의도를 향상시키고자 하는 목적을 달성하기 위해 소비자의 혁신특성과 소비자특성을 통한 혁신저항 감소방향을 위한 시사점을 제안해 줄 수 있을 것이다.

뉴트로 레스토랑의 서비스스케이프가 긍정적 감정 및 충성도에 미치는 영향

송주완,이걸재 한국외식산업학회 2020 한국외식산업학회지 Vol.16 No.2

The demand on new-tro is being increasingly higher as it provides new fun and freshness which middle age consumer groups have not experienced through existing retro consumption and gives the joy that young consumption groups in their 10-20s can experience the pleasure of feeling new from the old. Accordingly, this study tries to figure out the effect of New-tro restaurant’s service scape on the positive emotion and the royalty from consumers, and to suggest the implications that can help establish the effective management strategy of New-tro restaurant. To this end, the survey was conducted for 264 consumers who have experience in using New-tro restaurant within recent one month, and a frequency analysis, factor analysis, reliability analysis, regression analysis utilizing SPSS for Windows Version 18.0 statistics package were conducted for 237 samples, excluding 27 samples that were unfaithful to the response. As a result, the service scape was classified into five sub-factors of aesthetics, convenience, cleanliness, human service, and SNS activities, and positive emotions and loyalty were classified as a single factor. As a result of the hypothesis verification, first, the aesthetics, convenience, cleanliness, and SNS activities of the service scape were found to have a positive(+) effect on positive emotions. Second, positive emotions were found to have a positive(+) effect on loyalty. Based on these research results, it will be able to suggest implications that can increase customer loyalty by utilizing the service scape of New-tro Restaurant.

Kano 모형을 이용한 서비스스케이프와 미적노동의 품질 속성 분류 - 패밀리 레스토랑을 대상으로 -

송주완,이형룡,박슬기 한국관광학회 2018 관광학연구 Vol.42 No.4

The objectives of this study are to classify how family restaurant customers perceive quality attributes of servicescape and aesthetic labor, and to identify what attributes are comprised of satisfaction or dissatisfaction. A survey was conducted to customers who had visited family restaurants within the previous month in Seoul and Gyeonggi province. A total of 517 questionnaires were collected from an on-site survey and online survey. The data were analyzed by applying the Kano model, and the results are as follows. Among the 15 measured items of servicescape, six items were measured as one-dimensional quality, five items as indifference quality, two items as attractive quality, and two items as must-be quality. Among the 12 measured aesthetic labor items, eight items were measured as indifference quality and four items as one-dimensional quality. By producing a better index and worse index of servicescape and aesthetic labor, the results suggested which attributes family restaurant operators should focus on and improve. Also, this study can guide how operators should interpret each quality attribute and enhance the attributes to obtain competitiveness and differentiation. 본 연구의 목적은 패밀리 레스토랑 고객들이 서비스스케이프와 미적노동의 품질 속성에 대해 어떻게 인식하는지에 따라 속성들을 분류하고자 하는 것이며, 또한 어떠한 속성들이 만족 혹은 불만족으로 구성되는지를 파악하고자 하는 것이다. 서울, 경기 지역에서 최근 1 개월 이내에 패밀리 레스토랑을 방문했던 고객들을 대상으로 설문조사를 실시하였으며, 총 517부의 설문지를 현장조사 및 온라인 조사로 수집하였다. 데이터는 Kano 모형을 이용하여 분석되었으며 결과는 다음과 같다. 서비스스케이프 15개 항목 중, 6개 항목은 일원적 품질로, 5개 항목은 무관심 품질로, 2개 항목은 매력 품질로, 2개 항목은 당연 품질로 분류되었다. 그리고 12개 미적노동 항목 중, 8개 항목이 무관심 품질로, 4개 항목이 일원적 품질로 분류되었다. 서비스스케이프와 미적노동의 Better지수와 Worse지수를 산출함으로서 패밀리 레스토랑의 운영자들이 어떠한 속성에 초점을 맞추어 이를 효과적으로 향상시켜야 하는지에 대한 시사점을 제시하였다. 이 연구는 운영자들에게 각 품질 속성을 어떻게 이해하야 하는지 그리고 경쟁력을 갖추고 차별화를 달성하기 위해 이 속성들을 어떻게 향상시켜야 하는지에 대한 가이드라인를 제시해 줄 수 있다.