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다국어 초록 (Multilingual Abstract)

The objective of this research is to develop the priority and importance weight of each developed Key performance indicator (KPI), as a follow-up of Kim, Park, and Kim (2012) study on developing KPIs, both financial and non-financial, which allow for ``selection and concentration management`` with limited capital for the purpose of maintaining an advantageous position in the highly competitive coffee shop business. This research demonstrates that ``financial perspective`` got the highest weight (0.530) as a result of measuring the relative importance of each of the four perspectives, which is the second class, and that according to the measurement of the relative importance within each perspective, the third class, Gross Operating Profit from ``financial perspective`` got the highest weight (0.358), and then Customer Satisfaction from ``customer perspective``, CEO Leadership from ``internal processes perspective``, Employee Satisfaction from ``learning & growth perspective`` have got the 0.424, 0.450, and 0.353 as their weight respectively. Regarding results of the overall KPIs the weight of Gross Operation Profit is the highest (0.190), and then are Gross Revenue, Customer Satisfaction and Employee Satisfaction. The implications of this research are that ``learning & growth perspective`` is regarded more important than ``customer perspective`` in relation to the relative importance of each perspective, the second class, because even though coffee shop business is in the service industry, baristas`` technical skills are important. Since the coffee shop segment is relatively small-scaled within the service industry, furthermore, CEO Leadership from ``internal processes perspective`` is judged highly important with the weight of 45%. This study reflects that once the realistic profit is gained, Customer Satisfaction and Employee Satisfaction should be achieved for the sustainable coffee shop business. Key words : coffee shop business, KPI, Analytic Hierarchy Process.

참고문헌 (Reference)

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5 조수현, "커피전문점의 이미지가 신뢰 및 고객만족에 미치는 영향에 관한 연구" 한국호텔관광학회 12 (12): 250-264, 2010

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8 김주연, "커피 전문점 이용자의 일반적 특성, 선택 속성, 커피 음용 행동 및 긍정적 감정 간 관계" 동아시아식생활학회 20 (20): 812-822, 2010

9 이영남, "커피 전문점 소비자의 특성에 따른 이용 행태 및 선택 속성의 차이" 동아시아식생활학회 19 (19): 265-277, 2009

10 손영진, "커피 전문점 소비자 선택 속성이 고객 만족과 재방문 및 구전 의도에 미치는 영향" 한국조리학회 16 (16): 76-93, 2010