외식업의 고객만족을 위한 서비스 품질 향상 방안

목차

I. 서 론

II. 이론적 배경
1. 고객의 정의 및 중요성
2. 고객의 유형
3. 고객만족의 개념과 구성요소
4. 서비스품질의 적용연구
5. 고객만족과 서비스품질과 선행요인 관계

III. 신고객의 소비패턴 유형
1. 신고객출현의 배경
2. 신고객의 소비패턴 유형

IV. 서비스 품질 향상 방안
1, 내부고객
2. 외부고객
3. 서비스품질 향상 방안 모형

V. 결론

본문내용

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ABSTRACT
A Study on the Plan of Service Quality Enhancement for Customer Satisfaction in Foodservice Business.
KIM, KI YOUNG
It is maintainde that the general view about of customer satisfaction is "customer satisfaction is the previous factor of service quality." but nowadays the quality of service which customer evaluate highly can decrease the danger which they have recognized. So the service quality can ultimately satisfy, what the customer want and need as the previous factor. This study used the "SERVPERF" (measurement) scale developed by Croin & Trailler and made the main frame of my investigation with it.
In order to make good services for the customers, we must consider where the customers find value and how we can approach their needs creatively.
Moreover, we must realize that all the points with contact of service between the customers and Foodservice is " the moment of truth" and we have to know that the customers decide their purchasing time after they estimate the service quality of the Foodservice. In the structure of coming millenium society, the consumption pattern of new customer in the field of Foodservice is changing more variously and they make their own mechanism in order to have competitiveness power. All of there phenomenon are for making new value. Through this change of consumption pattern, we can increase our ability to compete for the newly made market by focusing on the service quality. In conclusive, the service quality is the only way to develop the value of an individual.

키워드

외식업,   고객만족,   서비스,   품질향상,   신고객,   고객의 정의 및 중요성