Korean journal of food and cookery science (한국식품조리과학회지)

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

DOI QR Code

A survey on customers' importance-performance of service qualities when using an cafeteria and outside restaurant in some company cafeteria

일부 산업체 급식대상자의 구내식당과 외부 식당에 대한 서비스 품질 중요도-만족도 조사

  • Ko, Seong Hee (Department of Cultural Industry, The Graduate school of Cultural industry Sungshin Women's University)
  • 고성희 (성신여자대학교 문화산업대학원 문화산업학과)
  • Received : 2013.01.23
  • Accepted : 2013.02.25
  • Published : 2013.02.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study was to examine the level of importance of service quality provided by restaurant when industry meal service recipients used the restaurant. Additionally, the purpose was to compare the level of satisfaction on the respective service qualities of company cafeteria and outside restaurant. The level of relative importance and satisfaction of service quality attributes are comparatively analyzed using the Important-Performance Analysis (IPA) of customers in order to provide basic information on the direction of marketing to efficiently operate company foodservice facilities. Restaurant service qualities were divided into the six factors of hygiene, convenience, food, environment, subsidiary services and food distribution process. The results revealed that the 'environment' of both company cafeteria and outside restaurant was needed to improve as quickly as possible. Additionally, it was found that the level of satisfaction was higher in the 'food' and 'environment' factors when using company cafeteria and outside restaurants, which would become an important attribute for the company foodservice recipients to use outside restaurants than using company cafeteria. Accordingly, it could be said that company cafeteria will need further control of the 'food' and 'environment' factors.

Keywords

References

  1. 김혜영, 이양순, 고성희. 2010. 최신 단체급식. 도서출판 효일, 서울,P 325p
  2. 유현목, 이여정, 김병용. 2010. 산업체 급식이용자의 서비스품질 평가, 관광산업연구 4(2):39-56
  3. 이은용, 최순태, 이수범. 2007. 산업체 급식 서비스 요인에 따른 이용자 만족도 분석, 호텔관광연구 9(3):113-129
  4. 조선배. 1995. 지각된 서비스 품질가 서비스 환경. 관광정책학 연구. 1: 301-314
  5. Anb KB, Yon M, Lee YJ, Kim WJ. 2009. Comparison of customer satisfaction by operation types of business foodservice in Chungbuk Province, Korean J. Food Culture 24(6):721-727
  6. Bintner MJ. 1992. Servicescape; the impact of physical surroundings on customers and employees. J Marketing 56(2):57-71 https://doi.org/10.2307/1252042
  7. Kim SJ, Kim MA. 2000. Satisfaction factor analysis on foodservice quality for employee grouped by working types 1. analysis of expectation and perception, sanitation. Korean J Soc. Food Sci 16(5):437-444
  8. Kim SJ, KIm MA. 2001. Analysis of demographic backgrounds on factory foodservice quality for employee grouped by working types, J Korean Diet Asso 7(4):397-409
  9. Kim KJ, Ahn SH, KIm YJ, Lee JH, Park KY. 2012. A comparison study on selection attributes and satisfaction in the university foodservice using IPA-focused on difference in accessibility to outside restaurants-. Korean J Culinary Res 18(1):104-119
  10. Lee KA, Lyu ES. 2007. Relationship between with foodservice and customer loyalty of university students in Busan, Korean J Food Cookery Sci 26(4):413-421
  11. Lee SJ, Chae IS. 2008. Expectation and satisfaction of foreign customers visiting Korean restaurants located in USA: Analysis for food and service attributes through IPA analysis, Korean J. Food Culture 23(2):152-162
  12. Lee SJ, Jung HY. 2010. Identification of quality attributes of university foodservice and factors required for the improvement of customer satisfaction: A case study using IPA model. J Korean Dietetic Assoc 16(3): 208-225
  13. Lee YJ. 2006. Importance & satisfaction of students on service quality of high school foodservice: Focused on Kyungjoo city Korean J Food Culture 21(2): 154-160
  14. Lim HC, Song KO, Hong JE. 2012. The research on globalization of hansik for service quality & food qualities with IPA model analysis. J Hotel Resort 11(2): 59-83
  15. Nam JY, Hong WS. 2012. A study on the selection attributes regarding American beef by importance-performance analysis. Korean J Food Cookery Sci. 28(1): 33-40 https://doi.org/10.9724/kfcs.2012.28.1.033
  16. Park MK. 2007. Identifying the effect of service quality attributes on an overall customer satisfaction by the foodservice type and the contract management company(CMC) scale, Korean J Dietetic Association 13(2):138-156
  17. Raymond C, Choi T. 2000. An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers. Tourism Management 21: 363-377 https://doi.org/10.1016/S0261-5177(99)00070-9
  18. Yang IS, Shin SY, Kin SH. 2000. Analysis of the Customers' Expectation and Satisfaction for Service Quality in Restaurants, Korean J. Dietary Culture 15(1): 41-49
  19. Wakefield KL, Blodgett JG. 1996. The effect of the servicescape on customers' behavioral intentions in leisure service settings. J Service Marketing 10(6): 45-61 https://doi.org/10.1108/08876049610148594

Cited by

  1. A Survey of Consumer Importance-Satisfaction on Prepackaged Meals (Dosirak) Sold by Food Service Providers vol.27, pp.1, 2014, https://doi.org/10.9799/ksfan.2014.27.1.136
  2. Perception of Foodservice Quality Satisfaction by Using Attitude in Company Cafeteria - Focused on Daejon Area - vol.28, pp.1, 2015, https://doi.org/10.9799/ksfan.2015.28.1.094
  3. Qualitative Research to Understand Environmental Factors of Customer,Foodservice Management, and Competitor and Factors that Improve Customer Quality of Life vol.30, pp.5, 2015, https://doi.org/10.7318/KJFC/2015.30.5.621
  4. A Study on the Foodservice Quality Factors and Satisfaction of Community Children Center vol.27, pp.5, 2014, https://doi.org/10.9799/ksfan.2014.27.5.914