특1급 호텔 레스토랑 외식사업부의 서비스품질 기대불일치를 통한 고객만족, 가치, 브랜드 충성도 관계 연구

다국어 초록 (Multilingual Abstract)

Studies related hotel F&B service quality followed by satisfaction and guest return have been conducted. As hotel-owned F&B outlets gradually expand its branches outside the hotel, customers obtain more options for their dine-out and expect same level of service that they are served at hotels. First, analysis on expectation & actual result of service quality shows that there is no huge difference in between. Measuring items such as `accuracy on menu orders & calculation` and `convenient reservations` are primary variables resulted from search factor analysis. Second, through search factor analysis and trust analysis, measuring items on expectation & result of service quality and primary variables such as guest satisfaction, customer value, brand loyalty and hotel corporate image are resulted that it is highly considered factors. Third, in order to develop a structure model for this study, we have conducted repeated factor analysis on results from search factor analysis. Results from identifying factor analysis and search factor analysis have showed very similar index. Fourth, suitability of structure model based on very first theory model resulted low suitability; however after amendment made based on modification indices, the result show high suitability. Fifth, total 10 theories have been selected out of 14 actual theories which include 11 theories from very first theory model and 3 theories from revised model. Lastly, expectation discord was resulted as the most influential variable both in direct/indirect ways through observation on revised model.