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The Effect of Service Quality of Drive Thru on Satisfaction and Behavioral Intention: Focused on Fast Food Restaurants
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드라이브 스루의 서비스 품질이 만족과 행동의도에 미치는 영향: 패스트 푸드점을 중심으로

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Type
Academic journal
Author
Dongbeom Kim (경희대학교)
Journal
Culinary Society of Korea Culinary Science & Hospitality Research Vol.26 No.10(Wn.123) KCI Accredited Journals
Published
2020.10
Pages
15 - 26 (12page)

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The Effect of Service Quality of Drive Thru on Satisfaction and Behavioral Intention: Focused on Fast Food Restaurants
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Abstract· Keywords

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The purpose of this study is to investigate the effect of service quality (physical environment quality, interaction quality, outcome quality) on satisfaction and behavioral intention for consumers using drivethru services. Data was collected from consumers who have used the drive-thru service of fast food restaurants (McDonald’s, Burger king, Lotteria, Kfc) within the last three months. The survey period was from August 1, 2020 to August 20, and a total of 257 questionnaires were collected through online research company. Data analysis was performed using SPSS 22.0 and AMOS 22.0 for demographic analysis, descriptive statistics analysis, reliability analysis, confirmatory factor analysis, correlation matrix analysis and structural equation modeling. The results of this study are as follows. First, the physical environmental quality had a positive (+) effect on satisfaction. Second, interaction quality had a positive (+) effect on satisfaction. Third, outcome quality had a positive (+) effect on satisfaction. Fourth, satisfaction had a positive (+) effect on behavioral intention. Through this study, the service quality, satisfaction, and behavioral intentions of consumers who have used the drive-thru service of fast food restaurants are presented from multiple perspectives. Also implications and limitations through the results of this study were mentioned.
#Drive thru #Service quality #Satisfaction #Behavioral intention

Contents

ABSTRACT
1. 서론
2. 이론적 배경
3. 연구방법
4. 실증분석
5. 결론
REFERENCES

References (67)

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