This study is to explain that relation has been supported value and benefit to customer, effect on not satisfaction but loyalty, buying-percent, and word-of mouth. Especially When customer was perceived high-social, high-treatment benefits, they were satisfied to more employee. Therefore, this study explores what customer will affect on employee, restaurants satisfaction, and customer-loyalty.
In order to attain the purpose of this study, first, this dissertation defined relational benefits from literature reviews and relationships among related variables were investigated, second, research model was designed and hypotheses were extracted, third, to test hypotheses, 297 questionnaires were collected and analyzed. The samples are customers that use korean or Japanese or Chinese and Western style restaurants or bar of six five-star hotels in Busan, Daegu, and Kyongiu.
The research findings are as follows ; First, relational benefits affect satisfaction to employee and restaurants, and trust to employee. Second, satisfaction to employee affects trust to employee and satisfaction to restaurants. Third, trust to restaurants affects customer loyalty.
Based on this findings, this study was performed paths as follows ; social benefits → satisfaction to restaurants → loyalty path, employee satisfaction, restaurant satisfaction, customer-loyalty path, restaurants satisfaction paths → restaurants satisfaction, employee satisfaction → customer-loyalty, restaurants satisfaction, →customer-loyalty, employee satisfaction → customer-loyalty.