Relationships between Delivery Service Quality and Customer Satisfaction in Chicken Delivery Outlets

치킨 전문점의 배달 서비스 품질과 고객 만족간 관계 연구

  • Kim, Young-Yi (Dept. of Tourism Management, Soonchunhyang University) ;
  • Cha, Suk-Bin (Dept. of Tourism Management, Soonchunhyang University)
  • 김영이 (순천향대학교 관광경영학과) ;
  • 차석빈 (순천향대학교 관광경영학과)
  • Received : 2009.10.12
  • Accepted : 2010.02.02
  • Published : 2010.02.28

Abstract

This study was conducted to delineate the dimensions of delivery service quality and to investigate the causal relationships between dimensions of delivery service quality and overall customer satisfaction toward delivery service among chicken outlets. To accomplish this, 235 persons who have experienced the chicken delivery service in Seoul were surveyed. The results revealed that the service quality consisted of six factors, employee service, menu quality, extra service, other menu service, menu development, and payment. In addition, menu quality and menu development factors had a positive(+) effect on customer satisfaction. Moreover, statistical differences between some delivery service quality factors and demographic variables and between usage characteristics and demographic variables were identified. Finally, a discussion of theoretical and managerial implications and future research areas is provided.

Keywords

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