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Despite high satisfaction for restrooms in highway service area, customers posted low satisfaction in general for restaurants.
The Korea Consumer Agency (President: Kim, Young-Seen, www.kca.go.kr) recently conducted a satisfaction survey on highway service area (targeting 10 highway rest stops) and asked 749 persons about satisfaction in using restrooms, parking facilities, restaurants, and convenience stores. According to the KCA, satisfaction for restroom (72.8 points out of 100) and parking facilities (70.9) was comparatively higher than that for restaurants (67.2) and convenience stores (67.5) and general satisfaction score stood at 69.6 points out of 100.
* Ten freeway rests to be surveyed (in Korean alphabetical order) include Gi-Heung (down-line) Highway Service Area, Mang-Hyang (down-line), Moon-Mak (down-line), An-Sung (down-line), Yeo-Ju (down-line), Yong-In (donw-line), I-Cheon (up-line), Cheon-An (up-line), Haeng-Dam-Do (two-way), & Hwa-Sung (down-line)
* Selection criteria: Top ten freeway rest areas in terms of sales and highway traffic volume
By a highway service area, Hwa-Sung (down-line) freeway rest recorded the highest score of 73.3 for overall satisfaction followed by Yeo-Ju (down-line), I-Cheon (up-line), Haeng-Dam-Do (two-way), and Moon-Mak (down-line) with 71.2 points, 71.1, 70.9, 69.7, respectively.
Based on these results, the KCA plans to recommend self-management improvement for items scoring low satisfaction for the Korea Highway Corporation and service providers in question. In addition, the Agency will provide detailed survey results via its 'T-gate (www.tgate.or.kr) ', a portal site providing information on goods selection.
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Survey Information
Period: Sept. 8 ~ Sept. 11, 2009
Participant: 749 Customers who used highway service areas
Method: Off-line interview via structured written survey
Contents: User satisfaction in restrooms, parking facilities, restaurants, and convenience stores in ten highway service areas
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■ High satisfaction for restrooms Vs low satisfaction for restaurants
According to the KCA, overall satisfaction for highway rest stops stood at 69.6 points out of 100. In particular, satisfaction for restroom (72.8 points out of 100) and parking facilities (70.9) was comparatively higher than that for restaurants (67.2) and convenience stores (67.5).
< Customer Satisfaction Score by Highway Service Area >
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Gi-Heung
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Mang-Hyang
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Moon-Mak
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An-Sung
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Yeo-Ju
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Yong-In
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I-Cheon
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Cheon-An
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Haeng-Dam-Do
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Hwa-Sung
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Average
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Restaurant
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71.6
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75.2
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68.0
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69.8
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73.8
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74.0
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73.3
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71.2
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75.7
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75.0
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72.8
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Parking facilities
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69.0
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68.2
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70.5
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63.9
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74.5
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68.7
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74.2
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71.9
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74.2
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74.6
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70.9
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Convenience store
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64.4
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65.7
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70.7
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63.6
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67.7
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67.3
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68.5
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68.7
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66.3
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72.2
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67.5
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Restaurant
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62.9
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67.5
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69.6
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62.2
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69.4
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67.4
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68.5
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65.9
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67.5
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71.3
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67.2
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Average
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67.0
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69.2
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69.7
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64.9
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71.2
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69.4
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71.1
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69.4
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70.9
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73.3
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69.6
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For the restroom satisfaction (72.8 points out of 100 on average), that achieved highest score in general, Haeng-dam-do Highway Service Area (two-way) topped the list with 75.7 points.
For parking facilities (70.9 on average), Hwa-Sung (down-line) marked the highest score of 74.6.
For convenience store (67.5 on average), Hwa-Sung (down-line) continued to post the highest satisfaction with 72.2.
■ Taste and price of restaurant food needs improvement
Restaurants (67.2 on average) posted the lowest satisfaction score compared to other items surveyed including restaurants, parking facilities, and convenience store. According to the survey results of items such as diversity of menu, price indication of menu, hygiene & cleanness, taste of food, and adequacy of food price, the food price adequacy and the taste of food posted low satisfaction of 56.8 and 59.5, respectively. These areas were found to need improvement.
By a highway rest stop, Hwa-Sung (down-line) ranked the first place with 71.3 for satisfaction for restaurant.
■ Overall, Hwa-Sung (down-line) scored the highest satisfaction points
Gi-Heung (down-line) Highway Service Area, Mang-Hyang (down-line), Moon-Mak (down-line), An-Sung (down-line), Yeo-Ju (down-line), Yong-In (donw-line), I-Cheon (up-line), Cheon-An (up-line), Haeng-Dam-Do (two-way), & Hwa-Sung (down-line)
By an expressway service area, Hwa-Sung (down-line) recorded the highest satisfaction score with 71.3.
■ The top five most-selling goods showed similar price level by a highway service area
The top five most-selling foods are u-dong (fried noodle), walnut cake, pork cutlet, ramyeon (instant noodle), and kim-bob (rice with vegetables rolled in dried laver) in the order of most-selling item. After investigating sales price of these top five most-selling foods, there was insignificant price difference by service area.
The Korea Consumer Agency carried out the survey with the help of the Korea Highway Corporation (KHC). Based on these results, the KCA plans to recommend self-management improvement for items scoring low satisfaction for the KHC and service providers in question. In addition, the Agency will provide detailed survey results via its 'T-gate (www.tgate.or.kr) ', a portal site providing information on goods selection.
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