레스토랑 고객불평 해소를 위한 대응 전략에 관한 연구 -서울시내 P호텔 레스토랑을 중심으로-

초록

The purpose of this study is to analyze the factors that create consumer complaints and the strategies that were needed to resolve them. It consists of 150 questionnaires to survey the P hotel restaurant in Seoul City, then the returned paper were just only 123 questionnaires that was used for the basis of the analysis. The survey shows that, a complains are mainly given impact to food, institution, services, and prices were set as independent variables. And the personal complaint boycott, negative word of mouth, and to seek compensation were set as the dependent variables. The data has been analyzed through frequency analysis, factorial analysis, reliability analysis and multiple regression analysis by the used of SPSS VER12.0 The complaint about the behavior of the restaurant staff towards the treatment or service provided to the customer, the negative word of mouth, about the food complaints, and the personal price boycott will affect the pursuit of compensation. As a result of P hotel restaurant’s consumer’s complaints, education system about customer satisfaction must be introduced to the employees and members of the company as a whole, in order to prevent feedbacks from the customers regarding to the service, product, and price. In addition, building a system towards new variety of food trends and food ingredients must be implemented for a decent food and customer’s satisfaction.

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