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The Importance-Performance Analysis (IPA) on the University Services of Students Who Majored in Catering Cooling in Seoul and Gyeonggi Provinces

서울·경기지역 외식·조리전공 대학생의 중요 대학서비스에 대한 만족도(IPA) 분석

  • Kim, Jun-Hee (Dept. of Hotel Culinary Art, Kimpo College) ;
  • Gu, Bon-Gil (Dept. of Hotel Culinary Art, Korea Technical College) ;
  • Oh, Wang-Kyu (Dept. of Food. Nutrition and Cookery, Keimyung College University)
  • 김준희 (김포대학교 호텔조리과) ;
  • 구본길 (고려직업전문학교 호텔조리과) ;
  • 오왕규 (계명문화대학교 식품영양조리학부)
  • Received : 2013.10.20
  • Accepted : 2013.12.24
  • Published : 2013.12.31

Abstract

The purpose of this study is to measure the priority items according to attributes and analyze the differences between the importance and satisfaction rates through the IPA for the university service. The results in the study are as follow: First, from the result of the factorial analysis, 5 factors are included First, the possibilities for development of universities, universities' physical environment, Universities' administrative (employee) services, majors' educational services, and majors' laboratory environment. Second, as the total average value for important attributes of the universities is 3.50 and the average value of satisfaction is 2.91, there were significant differences (p<0.001). Third, in the analytical result of IPA, the 1st quadrant includes faster developments than other universities, departments' characterization, etc. The 2nd quadrant includes the convenience to issue all kinds of certificates, kindness of administrative staffs, etc. The 3rd quadrant includes convenience of the procedure to improve unsatisfactory services, development efforts to benchmark advanced universities, etc. Finally, the 4th quadrant includes heavy investments in education and environment, efforts to reflect students' demands, and needs, etc. Even though the importance of research subjects related to university services for these attributes is high, they are not fully satisfied, and there are plenty of dissatisfied students. Therefore, urgent supplementations to increase students' satisfaction rates are important. Form the results of the study, it has been found that urgent efforts to improve satisfaction rates of university students who major in catering cooking in the university services are essential and special plans to build competitive systems which can provide high-quality services are also necessary.

Keywords

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