The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance

Moon-hwan Hwang; Chun-bong Cho; Ji-eun Kim

doi:doi:10.11648/j.ijhtm.20210501.12

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The Effect of Franchise SERVQUAL on the Pre & Post Opening Satisfaction and the Business Performance

Moon-hwan Hwang, Chun-bong Cho, Ji-eun Kim

Published in International Journal of Hospitality & Tourism Management (Volume 5, Issue 1)

Received: 24 February 2021 Accepted: 22 March 2021 Published: 1 April 2021

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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.

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), 2021. Published by Science Publishing Group

Keywords

Franchise SERVQUAL, Business Satisfaction, Business Performance

References

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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

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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

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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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@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}
}

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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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Author Information

Moon-hwan Hwang

Department of Foodservice Management, Graduate School of Far East University, chungcheongbuk-do, South Korea
Chun-bong Cho

Department of Hotel Foodservice Management, Graduate School of Chungwoon University, Chungnam-do, South Korea
Ji-eun Kim

Department of Foodservice Industry Management, Graduate School of Kyonggi University, Seoul, South Korea

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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

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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

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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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@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}
}

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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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