소믈리에 서비스품질이 고객만족과 재구매의도, 추천의도에 미치는 영향

Abstract

This study is to examine the effects of sommelier service quality on customer satisfaction, repurchase intention, and recommendation intention. It was conducted by 229 questionnaires and reliability/validity were verified by using SPSS. First, as a result of an analysis, sommelier service quality has significant effect on customer satisfaction. These results suggest that the higher the level of customer perception of sommelier service receives, the more positive impact has on customer satisfaction. Second, customer satisfaction has significant influence on all of the repurchase intention. These results suggest that the higher the customer satisfaction, customers give a favorable impression to use a fine Western-style hotel and catering company. Third, the customer satisfaction has significant effect on all of the recommended intention. Therefore, fine Western-style hotel restaurants and wine services provide a high level of sommelier service quality of an institutional equipment, education and training program for its development. In addition, more specialized and differentiated restaurant with wine service needs to allow customers to recognize and maximize customer value and satisfaction.