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- [English]
- Analysis of Customer Expectation and Satisfaction for New Menus in Multi-Chain Family Restaurants
- Min A Lee, Il Sun Yang
- Korean J Community Nutr 2004;9(6):734-741. Published online December 31, 2004
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Abstract
PDF - The purposes of this study were 1) to understand customers' expectations and satisfaction on menus in family restaurants, 2) to compare customer satisfaction and brand image for positioning new menus, and 3) to analyze customer satisfaction and loyalty to each menu. From May 8th to 28th, 2004, a total of 3,594 membership customers responded to the email survey. Statistical analyses such as t-test, ANOVA and Pearson Correlation were performed using SPSS 12.0. The results of this study consist of four major parts: general findings, customer expectation analysis, new menu positioning and customer satisfaction analysis. The customer expectation analysis discovered that taste was the most expected attribute in menus of family restaurants, followed by quantity, appearance and price. Statistically different expectations existed among different customer groups categorized by their general characteristics including demographics. Also, high correlations existed among the expectations over all the attributes: food quality, shape, quantity and price of food. Over all the attributes, customer expectation was higher than customer satisfaction. Thus, a discrepancy existed between expectation and satisfaction. Positioning of new menus was determined by brand image and customer satisfaction. Lastly, the customer satisfaction analysis revealed that customers in different gender and age have different satisfaction. In addition, high correlation existed between satisfaction and loyalty on new menus of a family restaurant. In consequence, the research findings suggest managers should understand customer expectation and satisfaction and reposition their menus regularly by menu engineering.
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- [English]
- The Effects of Customer Expectations & Satisfaction on Customer Loyalty in Restaurants
- Ilsan Yang, Seoyoung Shin, Hyeyoung Kim
- Korean J Community Nutr 2000;5(2):225-235. Published online July 31, 2000
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Abstract
PDF
- Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General 'General management ', 'Food', 'Reliability' and 'Reputation'. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named 'Employee attitude', 'Food', 'Reliability', 'Atmosphere', 'Reputation' and 'Price'. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of 'Food', 'Reliability', 'Reputation'(p<.05). 4) As per the dimension of customer's service quality satisfaction level, factors like 'Employee attitude', 'Food', 'Reliability', 'Atmosphere', 'Reputation', and 'Price' have shown differences according to each loyalty group(P<.001). 5) Customers' overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p<.001) 6) From the discriminant analysis with employing judging variables, such as the customer's service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.
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- [English]
- A Study on Weight Control Attempt and Related Factors among College Female Students
- Kyungwon Kim, Mi Joung Lee, Jung Hee Kim, Young Hyun Shim
- Korean J Community Nutr 1998;3(1):21-33. Published online February 28, 1998
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Abstract
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- The purpose of this study was to investigate the weight control attempts and related factors among 220 female college students in Seoul. Factors examined included body image, body satisfaction, interest in weight control, beliefs related to weight control, social norms, social expectations regarding subjects' body size and weight change. Data were analyzed using t-test and chi-square test(at alpha=0.05). The average height and weight of subjects were 160.7 cm, 52.2 kg respectively. BMI and body fat(%) were 20.2 and 25.2%, respectively. One hundred seventy two students(78.2%) had attempted to control their weight, mainly to lose weight, and were categorized as the weight control attempt group. Subjects used diet modification as well as unhealthy method to control weight. 48.2% in the attempt group were underweight or normal weight(by BMI), suggesting that their weight control attempts were was unnecessary. Students in the attempt group described their own size as heavier than those in the no-attempt group(p<0.01) or other girls of their age(p<0.05) ; more dissatisfied with their body size(p<0.01), and showed more interest in weight control(p<0.01). Several differences in beliefs were also noted(p<0.001). The attempt group believed less strongly in the harmful effects or difficulties in weight control and believed more strongly in the advantages of weight control. With respect to social factors, the attempt group perceived that their family and friends wanted them to be smaller than they were(p<0.001), perceived that significant others felt that they should lose weight(p<0.05). These results suggest that educational programs for college female students should start focusing on the harmful effects of excessive dieting and information about desirable weight control methods. Students should be helped to have a correct body image. In addition, educational programs should incorporate strategies to change beliefs regarding weight control, as well as modifying social expectations from significant others.
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