어윤선, "외식프랜차이즈 이용고객의 점포선택 시 중요도와 만족도, 재방문과의 관계연구" (한국외식산업학회, 2016.)
2020.11.17
127
외식프랜차이즈 이용고객의 점포선택 시
중요도와 만족도, 재방문과의 관계연구
정 명 보*어 윤 선**
A Study on Correlation between Importance, Satisfaction, and Revisitation in Selecting a Store by Customers
Using Food Service Franchises
Jung, Myung-bo · Eu, Yoon-sun
Abstract
Food service franchises will have to understand and analyze customer behavior to increase the rate of their revisitation for the purpose of sustainable growth. In this sense, it is necessary to figure out the essential factors with regard to customers when they use food service franchise. This study examined the influential attributes to the satisfaction after using franchise. By examining correlation, this study presented how they are associated with revisitation. The results indicated that expectation about importance is higher than satisfaction after use in selecting a food service franchise. Therefore, they will have to solve problems related to complaining before customers leave the store.
Key words: Food Service Franchises, Importance, Satisfaction, Revisitation
