외식업체의 서비스 스케이프, 전반적인만족도 및 재방문의도와의 영향관계: 구전의 매개효과 분석 (Effects of Relation with Food Service Industry Servicescape and Overall Satisfaction, Revisit Intention : the Mediating Effect of Word-of-Mouth)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 29권 / 6호 / 83 ~ 101페이지
· 저자명 : 김양훈, 허용덕, 주영환

초록

The purpose of this study is conducted to identify a causal relationship servicescape, overall satisfaction and revisiting intention of Food Service Industry, specifically the analysis of word-of-mouth mediated effects. 220 samples, consisting of the customers who have ever visited and experienced food service in Won-ju, were surveyed, 195 valid and completed copies of the questionnaire were used for the research. Frequency, factor, reliability and regression analyses with SPSS 18.0 were conducted on the data.
Study findings are as follows: First, Servicescape of the factors aesthetics, cleanliness and convenience had a positive effect on overall satisfaction. However, amenity was found that do not affect the overall satisfaction. Second, Overall satisfaction had a positive effect on the revisit intention. Third, The word-of-mouth showed that a mediating effects on the relationship influenced the servicescape and overall satisfaction. Fourth, The word-of-mouth showed that a mediating effects on the relationship also influences overall satisfaction and revisit intention.

영어초록

The purpose of this study is conducted to identify a causal relationship servicescape, overall satisfaction and revisiting intention of Food Service Industry, specifically the analysis of word-of-mouth mediated effects. 220 samples, consisting of the customers who have ever visited and experienced food service in Won-ju, were surveyed, 195 valid and completed copies of the questionnaire were used for the research. Frequency, factor, reliability and regression analyses with SPSS 18.0 were conducted on the data.
Study findings are as follows: First, Servicescape of the factors aesthetics, cleanliness and convenience had a positive effect on overall satisfaction. However, amenity was found that do not affect the overall satisfaction. Second, Overall satisfaction had a positive effect on the revisit intention. Third, The word-of-mouth showed that a mediating effects on the relationship influenced the servicescape and overall satisfaction. Fourth, The word-of-mouth showed that a mediating effects on the relationship also influences overall satisfaction and revisit intention.

참고자료

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