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한식뷔페 서비스품질 개선에 관한 연구: 통합 KTP 서비스청사진의 제시

Title
한식뷔페 서비스품질 개선에 관한 연구: 통합 KTP 서비스청사진의 제시
Other Titles
A Study on The Service Quality Improvement for Korean Cuisine Buffet Restaurant : A Suggestion of Integrated KTP Service Blueprinting
Author
조민호
Keywords
한식뷔페; Kano분석; Timko 고객만족계수; 잠재적 고객만족 개선지수; 서비스청사진; Korean Cuisine Buffet; Kano Analysis; Timko Customer Satisfaction Coefficient; Potential Customer Satisfaction Improvement Index; Service Blueprinting
Issue Date
2017-01
Publisher
한국호텔외식관광경영학회
Citation
호텔경영학연구, v. 26, no. 1, page. 127-145
Abstract
한식뷔페는 양적으로 급격한 성장을 하고 있는 가운데 치열한 외식시장에서 생존력을 높이기 위해서는 서비스품질 개선을 통해 질적인 성장도 도모할 필요성이 있다. 본 연구는 한식뷔페의 서비스품질 개선을 위한 목적으로 (1)한식뷔페의 서비스항목을 Kano분석을 통해 서비스품질을 분류하고 (2)Timko 고객만족계수를 활용하여 서비스품질을 재분류하였다. 잠재적 고객만족 개선지수를 통해 서비스품질 개선의 우선순위를 제시해 (3)도출된 결과를 기존 서비스청사진에 도식화하여 통합 KTP 서비스청사진을 제시하였다. 한식뷔페를 이용한 고객 275명을 Kano분석한 결과 (1)일원적 품질은 15개, 무관심 품질은 4개, 매력적 품질은 2개로 서비스품질은 분류되었다. (2) Timko 고객만족계수를 통해 품질을 재분류한 결과, 일원적 품질 12개, 매력적 품질 8개, 무관심 품질 1개로 재분류 되었다. 잠재적 고객만족 개선지수를 통해 서비스항목 별, 시점 별로 서비스 개선의 우선순위를 제시하였다. 서비스 시점 별 개선의 우선순위는 착석(1위), 뷔페이용(2위), 입장(3위), 대기(4위), 예약(5위), 주문(6위), 퇴장(7위)이었다. (3)도출된 결과를 모두 종합하여 통합 KTP 서비스청사진에 도식화하였다. 본 연구는 한식뷔페의 서비스 품질에 대한 종합적인 분석결과를 한 눈에 알아 볼 수 있는 통합 KTP 서비스청사진을 새롭게 제시하였고, 실무 현장에서도 바로 사용할 수 있는 생동감 있는 시사점을 제시하였다.Popularity of Korean Cuisine Buffets continues to grow rapidly in the restaurant industry. In order to elevate its viability in a fiercely competitive dining market, the market is also required to promote the quality of growth through service quality improvement. The purpose of this study is to offer the priority factors for improving service quality in Korean cuisine buffet restaurants. Therefore this study has (1) classified the service quality items of Korean cuisine buffet restaurants through Kano analysis, and (2) re-classified service quality by utilizing Timko Customer Satisfaction Coefficient. Also, the priority of service quality improvement was suggested through Potential Customer Satisfaction Improvement Coefficient. The Integrated KTP Service Blueprinting was schematized by applying the derived results to existing Service Blueprinting. Data were collected from 275 customers of Korean cuisine buffet restaurants, and the results are shown as follows: (1) Service quality was classified as 15 ‘one-dimensional quality’, 4 ‘indifferent qualities’ and 2 ‘attractive qualities’. (2) The result of reclassifying the quality through Timko customer satisfaction coefficient was that service quality has 12 ‘one-dimensional qualities’, 8 ‘attractive qualities’ and 1 ‘indifferent quality’. Furthermore, the priority of service improvement factors resulted in the following order from most important to least important; ‘seating’, ‘buffet use’, ‘entry’, ‘waiting’, ‘reservation’, ‘order’, and ‘exit’. Finally, (3) all derived findings were schematized to the integrated KTP Service Blueprinting form. This study presents a ‘newly suggested integrated KTP service blueprint’ to help clarify and easily understand the comprehensive analysis result for service quality of Korean Cuisine Buffet restaurants. Along with the vibrant implications, it points out the importance of immediately utilizing these strategies in actual fields for development of Korean dining markets.
URI
http://www.dbpia.co.kr/journal/articleDetail?nodeId=NODE07103099&language=ko_KRhttps://repository.hanyang.ac.kr/handle/20.500.11754/112322
ISSN
1226-8747
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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