• 대한지역사회영양학회지
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• 제8권4호
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• pp.556-565
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• 2003

Market segmentation helps providers to find better marketing opportunities and allows foodservice managers to develop the right product for each target market. Therefore, this study, taking university faculty and staff as subject, is intended to diagnose the relative value of service quality attribute, on the basis service quality scenario of faculty foodservice; to suggest price for improving customer loyalty in market segments. A questionnaire was developed ar d mailed to 600 Yonsei university faculty and staffs. A total of 385 questionnaires were usable; resulting in a 58.7％ of faculty and a 69.7％ of staff response rate, respectively. Statistical data analysis was completed using the SAS/Win 6.12 for descriptive Analysis, ANOVA, principal factor analysis, cluster analysis, reliability test and discriminant analysis. The results of the study are as below. Eighteen questions were selected for measuring respondents' lifestyle by AIO method and the seven lifestyle factors derived from factor analysis and aggregated distinct 4 clusters. Service quality attributes of the scenario were determined with 'food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation'. 'Food quality', 'menu variety', 'atmosphere', 'fast service', and 'clean and sanitation', in decreasing order, were identified as improving customer loyalty. However, most faculty and staffs were satisfied with the present meal price. The result of this study indicates that the relative value of service quality was differed significantly among the various market segments. 'Food quality', 'menu variety', and 'atmosphere' were determined as major service quality attributes. Thus, customer loyalty could be increased by improving food taste and quality, atmosphere, and service delivery. (Korean J Community Nutrition 8(4) : 556 ∼565, 2003)

• 한국식생활문화학회지
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• 제15권2호
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• pp.79-94
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• 2000

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, $x^2-test$, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of ${\ulcorner}convenience{\lrcorner}$, ${\ulcorner}food\;quality{\lrcorner}$ and ${\ulcorner}menu\;variety{\lrcorner}$were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables ${\ulcorner}menu\;variety{\lrcorner}$ and ${\ulcorner}facilities{\lrcorner}$in 'self-operated' operations, whereas ${\ulcorner}food\;quality{\lrcorner}$, ${\ulcorner}menu\;variety{\lrcorner}$ and ${\ulcorner}price{\lrcorner}$ in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression ${\ulcorner}food\;quality{\lrcorner}$(p<.001), ${\ulcorner}price{\lrcorner}$(p<.001), ${\ulcorner}facilities{\lrcorner}$(p<.001), ${\ulcorner}convenience{\lrcorner}$(p<.001), ${\ulcorner}menu\;variety{\lrcorner}$(p<.001), ${\ulcorner}manager's\;attitude{\lrcorner}$(p<.0l), and ${\ulcorner}atmosphere{\lrcorner}$(p<.01), in decreasing order, significantly impacted on ${\ulcorner}overall\;customer\;satisfaction{\lrcorner}$.

• 한국식생활문화학회지
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• 제33권1호
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• pp.26-35
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• 2018

This study conducted an empirical analysis of the effects of job characteristics on work-family conflict relation and quality of life, as well as moderating effects in accordance with operation type, by targeting 245 dietitian/cooks working for contract foodservice companies. The results of this study are as follows. First, the autonomy and feedback had negative (-) effects on work-family conflict while functional diversity had positive (+) effects on work-family conflict. Job identity and job importance had no relation with work-family conflict. Second, work-family conflict had negative (-) effects on job satisfaction, work-family relation, job support, general happiness, and job environment while having positive (+) effects on job stress. Third, in all paths except for the path with effects of work-family conflict on job stress, there were no differences between the group of shops operating 365 days and the group of shops operating 5 days a week. It would be helpful to the effective operation of human resources by emphasizing the necessity of differentiated management for companies with shops operating 365 days and shops operating 5 days a week, as well as managing employees' job characteristic factors, work-family conflict, and even quality of life.

• Journal of Community Nutrition
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• 제7권1호
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• pp.58-63
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• 2005

Identifying quality attributes with the greatest value to the residents is important if the Continuing Care Retirement Community (CCRC) is to increase the frequency of residents' dining. However, it is not known which specific attribute is relatively more important than others to evaluate foodservice. The purpose of this study is to identify the relative importance of food and service quality attributes in the evaluation of foodservice in CCRe. This study surveyed the independent living residents of three CCRCs in the Midwestern states. Respondents placed great importance on taste and flavor of food which has the highest percentage of utility range ($28.28\%$) and the second greatest on appearance of the server ($23.46\%$) . The important attributes were ultimately used to predict the most preferred choice of food-service for residents. Knowledge of the importance of the attributes would enable the foodservice managers in CCRCs to manipulate those attributes to enhance the residents' perceptions of quality and identify strategies for continuous improvement.

• Nutrition Research and Practice
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• 제5권1호
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• pp.73-79
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• 2011

In order to promote foodservice for the elderly, foodservice managers in Continuing Care Retirement Communities (CCRCs) must identify the main factors to enhance the satisfaction and behavioral intentions with food service. The purpose of this study was to investigate the relationships between relationship quality (consisting of trust, commitment, and satisfaction) and communication in the formation of elderly's behavioral intentions with food services at CCRCs. A survey was administered to residents in two CCRCs and a total of 327 residents participated. A tested structural equation model exhibited good model fit and explanatory power of the study construct. Satisfaction directly influenced word-of-mouth and service quality has an influence on commitment. Commitment was a significant determinant of behavioral intentions to eat more often in the dining room. Also, communication showed positive association with trust. The results provided strong evidence for the importance of satisfaction and communication as a consequence of relationship marketing efforts. Suggestions for future research to better understand the elderly' behavioral intention judgments were given.

• 대한영양사협회학술지
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• 제10권3호
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• pp.309-321
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• 2004

This research was conducted to increase the customer satisfaction through the evaluation of their satisfaction in employee-feeding foodservice operations according to the types of foodservice. The questionnaires were distributed to randomly selected customers of employee-feeding foodservice 120 each at two public organizations, two companies and two colleges. SPSS was used for descriptive analysis, Cronbach's Alpha value and Anova test. Six hundred seventy eight respondents in self-managed foodservices and 660 in contracted foodservices were participated for the survey. On average, the number of male respondents(67.9%) was more than twice than the number of female respondents(32.1%). As for the age group, twenties were the major with 48.5% at self-managed foodservices, 56.2% at contracted foodservices. With the marital state of the users, 57% at self-managed foodservices, 61.2% at contracted foodservices were single, showing higher proportion of non-married users at contracted foodservices. In all categories comprising the foodservice satisfaction, significant differences were shown in the quality of foods(p<0.001), tangibility(p<0.05) and empathy(p<0.05) according to the types of foodservice. Responsiveness(2.9$\pm$0.87) was ranked for the highest degree of satisfaction and reliance(2.32$\pm$0.76) was the lowest at self-managed foodservices. The result at contracted foodservices showed the same categorical order with responsiveness(2.9$\pm$0.87) ranked at the first and reliance(2.32$\pm$0.76) at the last.

• 대한영양사협회학술지
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• 제16권4호
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• pp.353-368
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• 2010

The purpose of the study was to identify the relationships Total Quality Management (TQM) performance, job satisfaction, and organizational commitment among dietitians in business and industry foodservice. A total of 300 dietitians working in business and industry foodservices in Seoul and Gyeonggi province were surveyed using a self-administrated questionnaire and 203 responses were obtained. The data were analyzed using SPSS Windows (Ver. 12.0) for descriptive analysis and reliability analysis, and AMOS (Ver. 5.0) for structural equation modeling. The respondents were all female, 56.7% single, and 71.4% under regular employment. By foodservice management type, 52.7% of the foodservice operations were self-operated. The majority of the operations provided meals more than twice a day (73.9%), and 70.4% offered a non-selective menu. The dietitians of the contracted foodservices tended to have higher TQM performance scores than those of the self-operated foodservices (P<0.01). There were no significant differences in job satisfaction and organizational commitment scores by the type of the foodservice management. TQM performance was found to have a positive effect on job satisfaction, and job satisfaction affected organizational commitment for both the self-operated and contracted foodservices. A relationship between TQM performance level and organizational commitment of self-operated foodservices was not found. On the other hand, TQM performance level was the principal significant factor for increasing the organizational commitment of contracted foodservices. This research suggests that business and industry foodservices need to improve TQM performance to enhance job satisfaction and organizational commitment of foodservice dietitians and to develop specified TQM strategies that can be applied to each type of foodservice management.

• 한국식품조리과학회지
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• 제30권2호
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• pp.109-118
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• 2014

Korean food globalization has been recently launched as a tool of civil ambassador, and the trend of Korean food has grown among international visitors of Chinese and Japanese. The purposes of this study were to identify the awareness level about Bibimbap of Chinese and Japanese consumers and to investigate its marketability. The survey questionnaires were distributed to 403 Chinese and Japanese visitors who have experienced Bibimbap. The results identified 3 factors of quality, sensory characteristics, and nutrition value, and Japanese consumers appeared to have higher perception than Chinese consumers about Bibimbap. A significant difference between Japanese and Chinese consumers existed in nutritional value and marketability of Bibimbap, and Japanese highly evaluated the nutritional value of Bibimbap in particular. The findings of this study provided valuable information for the development of Bibimbap and marketing strategies to globalize Bibimbap.

• 한국식품조리과학회지
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• 제16권5호
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• pp.437-444
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• 2000

본 연구는 서울 경인지역 사업체 급식소 4개소을 대상으로 급식소에서 제공되는 음식 및 서비스품질 특성의 기대도와 인식도 등을 조사하여 만족도를 규명하고 이에 영향을 미치는 요인을 분석하고 업무형태별로 어떠한 영향을 미치는지 분석하였다. 본 연구의 결과를 요약하면 다음과 같다. 1. 일반사항에는 여자가 많았고, 20-40세가 89%로서 많고, 미혼이 많았다. 가족. 친지가 72.5%로 많았고, 고졸이상이 대부분이었다. 급식경험 2년이상이 80%로 거의 많았으며, 급식횟수는 1-2회가 95%로 대체적으로 많아서 1끼를 먹는 것으로 나타났고, 평사원이 86.5%로 분석되었다. 2. 음식 및 서비스품질 특성이 모두 인식도보다 기대도가 높은 것으로 나타났다. 고객들이 식당을 이용할 때 기대한 만큼 실제 느꼈던 항목에는 계절음식의 제공, 음식의 맛, 배식원의 청결, 식당의 청결, 식당의 조명 밝기이었고, 기대하지도 실제 느끼기도 않는 항목에는 메뉴가 품절되지 않음, 주반찬과 부반찬의 조화, 후식의 제공, 식사에 대한 불만의 신속한 처리이었다. 고객들은 위생적인 측면에서 음식의 위생, 식기의 위생을 최우선으로 여기는 것으로 나타났다. 3. 음식 및 서비스의 만족도는 적당한 1인 분량, 식당의 조명 밝기에 만족하는 것으로 나타났고, 선호메뉴의 제공, 식사 불만의 신속처리에 대해서는 불만족하는 것으로 나타났다. 4. 음식 및 서비스 품질 특성의 상관관계를 분석한 결과, 기대도는 만족도와 강한 음의 상관관계를 갖고 있으며, 인식도는 만족도와 상대적으로 약한 양의 상관관계를 보인 것으로 분석 되었다. 5. 요인별 서비스1요인(메뉴가 품절되지 않음)과 서비스2요인(식사불만의 신속한 처리, 배식원의 친절)에 개선의 여지가 있는 것으로 분석되며, 위생2요인(식기의 위생, 식당의 청결, 식기반납구의 청결, 배식원의 청결)에는 계속적으로 유지 관리가 필요한 것으로 나타났다 6. 각 요인의 상관계수에는 기대도와 인식도의 상관이 높은 문항은 식기위생 (r = 0.422 )이었으며, 기대도와 인식도의 상관이 적은 문항은 식사불만의 신속한 처리로 분석 되었다. 앞으로의 연구는 사업체 급식소에서 제공되는 음식 및 서비스 품질관리 평가된 결과를 근거로 고객의 요구를 충족시킬 수 있는 음식과 서비스의 우수한 품질을 제공하여 고객만족, 나아가 고객감동을 이끌어야 하고 고객의 만족도에 영향을 미치는 요인을 규명하여 급식의 질적 향상을 위하여 보다 전문적이고 지속적인 연구가 필요하겠다.

• 한국식생활문화학회지
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• 제24권6호
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• pp.721-727
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• 2009

In this study, the current status of the business foodservice industry, evaluation of leftover food and customer satisfaction with foodservice at direct operation and consignment foodservice businesses in Chungbuk were examined. This study has managerial implications in terms of improving the quality and effectiveness of the business operation of the foodservice industry. The sample size of this study included 800 customers who use foodservices provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. From these 800 customers, a total of 692 were used (direct operation foodservice (n=361) and consignment foodservice (n=331) businesses). The results were as follows; First, as for the main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, 'the close location' had the high percentage. Approximately 41% of respondents were not satisfied with the foodservice in the employee restaurants. Second, leftover food from consignment foodservices was higher than that for direct operation foodservices. Third, there were significant differences in customer satisfaction with five areas of foodservice between the two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in the direct operation foodservice was higher than that of the consignment foodservice. In terms of the satisfaction level of foodservices, mealing process was the highest, followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses. Overall, satisfaction with the business foodservice was affected by the customers' satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, 'food' and 'information and service' were important areas for determining overall customer satisfaction with foodservice. In addition, the overall satisfaction was negatively correlated with the quantity of leftover food in the direct operation and consignment foodservice business.