초록

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 drive- thru 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.

키워드

Drive thru, Service quality, Satisfaction, Behavioral intention.

참고문헌(67)open

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