외식고객의 충성도 분류에 따른 관계편익 지각 차이에 대한 연구Customer Loyalty and Perception Differences in Relational Benefit: Focusing on Restaurant Industries
- Other Titles
- Customer Loyalty and Perception Differences in Relational Benefit: Focusing on Restaurant Industries
- Authors
- 김형민; 윤지영
- Issue Date
- Jan-2018
- Publisher
- (사)한국조리학회
- Keywords
- Behavioral loyalty; Attitudinal loyalty; Relational benefit; Restaurant; Customer.
- Citation
- Culinary Science & Hospitality Research, v.24, no.1, pp 50 - 62
- Pages
- 13
- Journal Title
- Culinary Science & Hospitality Research
- Volume
- 24
- Number
- 1
- Start Page
- 50
- End Page
- 62
- URI
- https://scholarworks.sookmyung.ac.kr/handle/2020.sw.sookmyung/2114
- DOI
- 10.20878/cshr.2018.24.1.006
- ISSN
- 2466-0752
2466-1023
- Abstract
- The purpose of this study was to overview the meaning of customer loyalty to segment customers based on their loyalty and to analyze the difference of loyal customers’ perception of relational benefits in the restaurant industries. A self-administered questionnaire was distributed to 500 adults with dining experience at restaurants. Participants were given a brief description of loyalty and were made to choose a specific restaurant they felt loyal to and one with no loyalty. Attitudinal and behavioral loyalty were used in cluster analysis resulting 4 cluster groups. Each group was named true, spurious, latent, and low loyalty. After the groups were separated, ANOVA was used to see if the score of perceived relational benefit showed difference. All four relational benefit including social, psychological, economic, and customization benefit showed significant difference(p<.001). True loyal customers perceived relational benefit as the highest while low loyal customers showed the lowest. For latent and spurious loyal customers, it was found that latent loyal customers showed higher perception than spurious customers.
- Files in This Item
-
Go to Link
- Appears in
Collections - 문과대학 > 문화관광외식학부 > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.