The Importance and Performance Analysis of Service Encounter Quality by Types of Restaurants

摘要: The purpose of this study was to identify critical control points service encounter by types restaurants in order manage moment truth when customers services. Questionnaires were collected from 812 (aged 15 years or older) who had used Seoul, October 24, 2005 November 6, 2005. main results as follows: Statistically significant differences shown between importance and performance interaction quality, physical environment quality outcome quality. Significant also restaurant but no difference indicated types. That is, the which means food, regarded important use regardless restaurants. result examining showed that family managed waiting quite well provided information on Internet homepage. Performance responding with complaints rated highest Regarding scores significantly differed fine-dining restaurants, fast-food In terms items whose high low importance-performance analysis matrix `quality food is always uniform` `the space other tables enough` for `size chairs enough`, included items, while `interior facilities are attractive`, case A depending