호텔뷔페레스토랑과 한식뷔페레스토랑 서비스품질에 관한 연구 : Kano모델과 Timko고객만족계수를 적용

Abstract

The purpose of this study is to examine the difference between hotel and Korean buffet restaurants in terms of menu and facilities of buffet restaurants. In order to provide practical implications for companies operating buffet restaurants, And to derive items that can lead to satisfaction and dissatisfaction using the merits of the theory and TIMko customer satisfaction coefficient analysis method. As a result of the research, it is important for the hotel to maintain the cleanliness of the toilet and to secure the parking space. In order to prevent the lack of cleanliness of the toilet and the bathroom of the toilet, check frequently and cleanliness should be avoided. There is a need. In the Kano model, the nutritionally balanced food of the hotel, the diversity of the food and the indifference of the hotel, the cleanliness of the dishes and the menu design of the menu were classified as attractive quality factors in the customer satisfaction coefficient, It is possible to know that expectations for various foods have increased through various information. Nutritionally balanced food was reclassified from indifference quality factor to attractive quality factor in Korean food, suggesting that customers can feel more satisfied than expected that healthy food is served by using Korean - style buffet restaurant.