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KMID : 0665420180330060550
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Korean Journal of Food Culture
2018 Volume.33 No. 6 p.550 ~ p.557
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Relationships among the Service Quality, Service Value, and Customer Satisfaction in a Fine Dining Restaurant
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Park Min-Hyuk
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Abstract
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This study aims to examine the causal relation to the effects of the service quality of fine dining restaurants on the service value and customer satisfaction, by targeting 310 customers with the experience in using the fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of physical environment and interaction and result of fine dining restaurants had positive(+) effects on service value. Second, the quality of physical environment and interaction and result of fine dining restaurants had positive(+) effects on customer satisfaction. Third, service value had positive(+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, the evaluations of service quality such as interior design, kindness, accessibility, pleasant environment, good quality of food etc. are very important elements. The service quality has been verified as a very important factor for the evaluation of fine dining restaurants, so that the result of this study could be used for seeking for the measures for the improvement of service quality.
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KEYWORD
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Fine Dining, Service Quality, Service Value, Customer Satisfaction
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