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KMID : 0665420100250010036
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Korean Journal of Food Culture
2010 Volume.25 No. 1 p.36 ~ p.46
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The Effects of Servicescapes in Korean Restaurants on Customers’ Experiential Value, Pleasure feeling and Customer Satisfaction
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Jung Hyo-Sun
Yoon Hye-Hyun
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Abstract
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The purpose of this study was to investigate the effects of servicescapes in Korean restaurants on customers’ experiential value, pleasure feeling and customer satisfaction. Based on a total of 550 samples obtained from empirical research, this study reviewed the reliability and fitness of research model using the Amos program. The relationships hypothesized in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, (df 130), p<.001, GFI .915, AGFI .889, RMR .042, NFI .955, CFI .969, RMSEA .062. SEM results showed that the servicescape showed a positive significant effect on customers’ experiential value (, t=15.171, p<.001), and customers’ experiential value had a positive significant effect on pleasure feeling (, t=10.616, p<.001). Also, customer’s experiential value (, t=8.579, p<.001) and pleasure feeling (, t=13.091, p<.001) had a positive significant effects on customer satisfaction. Analysis of mediating roles showed that, the effect of servicescapes in Korean restaurants on customers’ pleasure feeling was perfectly mediated by the customers’ experiential value. Limitations of this study and future research directions are also discussed.
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KEYWORD
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servicescape, experiential value, pleasure feeling, customer satisfaction, Korean restaurant
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