Korean journal of food and cookery science (한국식품조리과학회지)

Korean Society of Food and Cookery Science (한국식품조리과학회)
권호 표지

Satisfaction of Meal and Service Quality in University Foodservice Institutions

대학급식소의 이용실태 및 급식${\cdot}$서비스 품질 만족도

  • Han Myung Joo (Department of Food and Nutrition, Kyung Hee University) ;
  • Yoon Ji Yoon (Department of Food and Nutrition, Kyung Hee University) ;
  • Kim Na Young (Department of Food and Nutrition, Kyung Hee University) ;
  • Yoo Young Hee (Department of Food and Nutrition, Kyung Hee University)
  • 한명주 (경희대학교 식품영양학과) ;
  • 윤지윤 (경희대학교 식품영양학과) ;
  • 김나영 (경희대학교 식품영양학과) ;
  • 유영희 (경희대학교 식품영양학과)
  • Published : 2004.12.01
Download PDF
⟨ Previous Next ⟩

Abstract

The objective of this study was to determine of the meal and service quality satisfaction of University foodservice institutions. 462 University students in the Seoul area were surveyed between October 14 and 21, 2002. The result of this study showed that $63.9\%$ of University students were eating 1-4 times per week at University foodservice institutions. The main reasons for eating at University foodservice institutions were inexpensive price $(60.8\%)$ and economy of time $(31.8\%)$. The reasons for not eating at University foodservice institutions were tasteless food $(50.3\%)$ and dissatisfaction with the menu $(22.7\%)$. Most University students $(75.5\%)$ considered taste of food in selecting from the menu. An importance-performance analysis of the meals served at University foodservice institutions showed that variety of the menu and taste of the food were of poor performance, but of high importance. The service quality of University foodservice institutions using a modified Servqual model were tangibles(-0.83), empathy(-1.05), reliability(-1.09) and assurance(-1.13) in decreasing order.

Keywords

References

  1. Yang, IS and Han, KS : An Analysis of consumersatisfaction by operational characteristics in business & industry foodservice operated by contracted foodservice management company. Korean J. Dietary Culture, 14(5);487, 1999
  2. Lyu, ES : Customer satisfaction index of business and industry foodservice operations in Pusan and KyeungNam area. Joumal of the Korean Diet. Assoc., 4(2):152, 1998
  3. 양일선, 차진아 : 급식 경영학, 교문사, 2001
  4. Kwak, TK and Chang, HJ : Assessment of main management components for successful University foodservice operations by using SERVQUAL model. Joumal of the Korean Diet. Assoc., 3(2);123, 1997
  5. Yang, IS, Lee, YE and Kim, DH : Measurtng attitudeand satisfaction of Yonsei University students towardscontracted vs. rented University foodservice. Korean J. Dietary Culture, 13(5):423, 1998
  6. Parasuraman, A, Zeithaml, VA and Berry, LL : Servqual: a multiple-item scale for measuring customer perceptions of service quality. J of Retailing, 64:12, 1988
  7. Lam, SSK : SERVQUAL : A tool for measuringpatients' opinions of hospital service quality in HongKong. Total Quality Management, 8(4): 145, 2002 https://doi.org/10.1080/0954412979587
  8. Lee, WJ and Lambert, CU : Impact of waiting time onevaluation of service quality and customer satisfacdon in foodservice operations. Foodservice Research International, 12:241, 2000 https://doi.org/10.1111/j.1745-4506.2000.tb00021.x
  9. Park, SW and Chang, YS : A survey on the utilization University foodservice by student in Daejeon city. Korean J. Soc. Food Sci., 14(4);400, 1998
  10. Han, MJ : A survey of college students opimon onschool cafeteria in Seoul area. Korean J. Dietary Culture,7(2):113, 1992
  11. Kim, SH, Lee, KA, Yu, CH, Song, YS, Kim, WK,Yoon, HR, Kim, JH, Lee, JS and Kim, MK : Comparisons of student satisfaction with the school foodservice program in middle and high schools by foodservice management types. Korean J. Nutrition, 36(2):211, 2003
  12. Park, SA : An analysis on the degree of utilization of Korean menu items in family restaurants with special reference to consumer satisfaction, Korean J. DietaryCulture, 12(1): 23, 1997
  13. Yoo, YJ, Hong, WS and Choi, YS : The assessment of high school students' foodservice satisfaction inaccordance with type of foodservice management. Korean J. Soc. Food Sci., 16(2): 112, 2000
  14. 김혜영 : 최신단체급식, 효일문화사, 1998
  15. Spears, MC: Foodservice Organizations: A Managerialand System Approach, 3thed., Prentice-Hall, Inc. 1995
  16. Oyewole, P : Multi-attribute dimensions of service qualityin the fast food restaurant industry. J. of Restaurant & Foodservice Marketing, 3:65, 1999 https://doi.org/10.1300/J061v03n03_06