한식당의 고객 만족 및 불만족 요소 탐색: Impact-Asymmetry Analysis Approach 방식을 적용하여

초록

This study seeks to explore how key restaurant attributes differently influence customer satisfaction and dissatisfactionacross pre-pandemic and post-pandemic periods, as well as across various economic segments. By employing impactasymmetry analysis (IAA), the research identifies the primary drivers of customer satisfaction and dissatisfaction, examiningtheir uneven on customer satisfaction in Korean restaurants. The findings underscore the non-linear and asymmetric natureof customer responses to various service attributes, highlighting the significant influence of economic factors and thepandemic on dining expectations and experiences. This research deepens our understanding of the factors shapingcustomer satisfaction dynamics, particularly in the context of the evolving post-pandemic restaurant industry.

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