Journal of the Korean Society of Food Culture (한국식생활문화학회지)

Korean Society of Food Culture (한국식생활문화학회)
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A Study on the Influence of the Perception Employees of Contract Foodservice Management Companies have of Internal Marketing on Service Quality

단체급식업체 내부마케팅에 대한 종사원의 지각과 서비스 제공수준의 영향관계 연구

  • Lee, Yeon-Jung (Department of Food Service Management and Culinary, Gyeongju University) ;
  • Lee, Chun-Yong (Department of Food Service Management and Culinary, Gyeongju University)
  • Published : 2009.02.28
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Abstract

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

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References

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