This study is designed to examine the effect of franchise SERVQUAL on business satisfaction and business performance, and examined previous studies, herewith designed research model based on it. In order to select a brand before starting a business, business owners who run a franchise restaurant were investigated the factors that were important to them and the satisfaction level after the business proceeds. By analyzing how satisfaction with the business affects business performance, it aims to provide implications for the criteria for efficient brand selection to prospective entrepreneurs who wish to start a business as a franchise in the future. The questionnaire survey was conducted on business owners running chicken franchises in all areas of Seoul. A frequency analysis was conducted to analyze the demographic characteristics of the survey subjects. Factor analysis and reliability analysis were performed to verify the validity and reliability of the measurement tool, and the hypothesis was verified through multiple regression analysis. The detailed research results are as follows. First, franchise SERVQUAL was found to have a significant effect on satisfaction before and after opening. Second, it was found that satisfaction before and after franchise opening had a significant effect on market performance and contract renewal performance. If the franchise outlet operators are satisfied with the SERVQUAL components such as responsiveness, assurance, empathy, convenience, reliability, quality of materials and information system before or after opening, it is possible to predict that sales will increase and opportunities for renewal will increase. This is meaningful in presenting comprehensive business performance improvement plans to prospective entrepreneurs and headquarter business associates who choose a franchise business in the future.
| Published in | International Journal of Hospitality & Tourism Management (Volume 5, Issue 1) |
| DOI | 10.11648/j.ijhtm.20210501.12 |
| Page(s) | 6-14 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2024. Published by Science Publishing Group |
Franchise SERVQUAL, Business Satisfaction, Business Performance
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APA Style
Moon-hwan Hwang, Chun-bong Cho, Ji-eun Kim. (2021). The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance. International Journal of Hospitality & Tourism Management, 5(1), 6-14. https://doi.org/10.11648/j.ijhtm.20210501.12
ACS Style
Moon-hwan Hwang; Chun-bong Cho; Ji-eun Kim. The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance. Int. J. Hosp. Tour. Manag. 2021, 5(1), 6-14. doi: 10.11648/j.ijhtm.20210501.12
AMA Style
Moon-hwan Hwang, Chun-bong Cho, Ji-eun Kim. The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance. Int J Hosp Tour Manag. 2021;5(1):6-14. doi: 10.11648/j.ijhtm.20210501.12
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Download@article{10.11648/j.ijhtm.20210501.12,
author = {Moon-hwan Hwang and Chun-bong Cho and Ji-eun Kim},
title = {The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance},
journal = {International Journal of Hospitality & Tourism Management},
volume = {5},
number = {1},
pages = {6-14},
doi = {10.11648/j.ijhtm.20210501.12},
url = {https://doi.org/10.11648/j.ijhtm.20210501.12},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijhtm.20210501.12},
abstract = {This study is designed to examine the effect of franchise SERVQUAL on business satisfaction and business performance, and examined previous studies, herewith designed research model based on it. In order to select a brand before starting a business, business owners who run a franchise restaurant were investigated the factors that were important to them and the satisfaction level after the business proceeds. By analyzing how satisfaction with the business affects business performance, it aims to provide implications for the criteria for efficient brand selection to prospective entrepreneurs who wish to start a business as a franchise in the future. The questionnaire survey was conducted on business owners running chicken franchises in all areas of Seoul. A frequency analysis was conducted to analyze the demographic characteristics of the survey subjects. Factor analysis and reliability analysis were performed to verify the validity and reliability of the measurement tool, and the hypothesis was verified through multiple regression analysis. The detailed research results are as follows. First, franchise SERVQUAL was found to have a significant effect on satisfaction before and after opening. Second, it was found that satisfaction before and after franchise opening had a significant effect on market performance and contract renewal performance. If the franchise outlet operators are satisfied with the SERVQUAL components such as responsiveness, assurance, empathy, convenience, reliability, quality of materials and information system before or after opening, it is possible to predict that sales will increase and opportunities for renewal will increase. This is meaningful in presenting comprehensive business performance improvement plans to prospective entrepreneurs and headquarter business associates who choose a franchise business in the future.},
year = {2021}
}
TY - JOUR T1 - The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance AU - Moon-hwan Hwang AU - Chun-bong Cho AU - Ji-eun Kim Y1 - 2021/04/01 PY - 2021 N1 - https://doi.org/10.11648/j.ijhtm.20210501.12 DO - 10.11648/j.ijhtm.20210501.12 T2 - International Journal of Hospitality & Tourism Management JF - International Journal of Hospitality & Tourism Management JO - International Journal of Hospitality & Tourism Management SP - 6 EP - 14 PB - Science Publishing Group SN - 2640-1800 UR - https://doi.org/10.11648/j.ijhtm.20210501.12 AB - This study is designed to examine the effect of franchise SERVQUAL on business satisfaction and business performance, and examined previous studies, herewith designed research model based on it. In order to select a brand before starting a business, business owners who run a franchise restaurant were investigated the factors that were important to them and the satisfaction level after the business proceeds. By analyzing how satisfaction with the business affects business performance, it aims to provide implications for the criteria for efficient brand selection to prospective entrepreneurs who wish to start a business as a franchise in the future. The questionnaire survey was conducted on business owners running chicken franchises in all areas of Seoul. A frequency analysis was conducted to analyze the demographic characteristics of the survey subjects. Factor analysis and reliability analysis were performed to verify the validity and reliability of the measurement tool, and the hypothesis was verified through multiple regression analysis. The detailed research results are as follows. First, franchise SERVQUAL was found to have a significant effect on satisfaction before and after opening. Second, it was found that satisfaction before and after franchise opening had a significant effect on market performance and contract renewal performance. If the franchise outlet operators are satisfied with the SERVQUAL components such as responsiveness, assurance, empathy, convenience, reliability, quality of materials and information system before or after opening, it is possible to predict that sales will increase and opportunities for renewal will increase. This is meaningful in presenting comprehensive business performance improvement plans to prospective entrepreneurs and headquarter business associates who choose a franchise business in the future. VL - 5 IS - 1 ER -
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