• Journal of the Korean Society of Food Science and Nutrition
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• v.45 no.4
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• pp.585-592
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• 2016

This study was conducted to analyze the gap between importance and satisfaction of university foodservice attributes as well as to assess customer satisfaction with university foodservice establishments. All statistical analyses were conducted using the SPSS package program (ver. 20.0) for t-test, ANOVA, and Importance-Performance Analysis (IPA). A total of 619 valid responses were used for the data analysis. The results of this study are as follows: the composition of respondents was 53.5% males and 46.5% females. Exactly 85.5% of respondents ate lunch at least five times a week at the on-campus foodservice. The favorite lunch menus of Chinese university students were Chinese food (91.8%), followed by Western food (3.5%), Korean food (2.2%), and Japanese food (1.5%). According to the results of IPA, foodservice selection attributes that were priorities for improvement were food taste, food freshness, menu variety, waiting time for meal, and toilet cleanliness. In addition, five satisfaction factors were extracted by exploratory factor analysis. According to the results of one-way ANOVA, 'physical environment' and 'service quality' factors showed significant differences according to the students' grades and the frequency of eating lunch at on-campus foodservice. On the other hand, 'food quality and menu' and 'convenience and price' factors showed significant differences according to meal cost. In conclusion, in order to enhance customer satisfaction of on-campus foodservice, foodservice managers should offer a varied menu at reasonable prices and improve food quality.

• Journal of the Korean Dietetic Association
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• v.11 no.1
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• pp.95-104
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• 2005

Customer satisfaction concerning foodservice quality characteristics were evaluated by using importance performance analysis(IPA) techniques in middle school foodsevice operations. One hundred students from each of 17 middle schools in Gangwon province were surveyed by self-developed questionnaire. Total of 1,675 questionnaires(female 943 and male 732 respectively) were collected and data were analyzed using SAS program. The results of this study are summarized as follows: 1.The male and female students scored the importance level as 3.99 and 4.03 out of 5 respectively, which means 'important' The performance level of female(2.71) was significantly lower than male(2.86) which means 'between bad and so-so'. it is suggested that the statistical analysis should be conducted respectively according to gender. And there is no performance level over 4(good). 2. Dissatisfied quality attributes identified were convenience of dinning room and the managerial attitude of dissatisfaction in the female and male students. 3. Satisfied quality attributes identified were hygiene of food and dinning room and spoon and cup and drinking water table and distribution process, taste of food, variety of food in the female and male students. 4. The performance scores of lower price(less than 1500 won) lunch group was higher than higher price(more than 1800 won) lunch group in the female and male students.

• Journal of Distribution Science
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• v.11 no.12
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• Culinary science and hospitality research
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• v.18 no.1
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• pp.199-212
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• 2012

Recently, the government, academia and the food service industry have keen interest in tbe globalization of traditional Korean food. The purpose of this study is to find out the impact of service quality on customer satisfaction and management performance. Korean food restaurants and 188 customers living in Ulsan area were the subjects of empirical analysis. So as to achieve the research purpose, we conducted factor analysis, reliability analysis, multiple regression analysis, correlation analysis and frequency analysis through SPSS 12.0 program. The analysis results are as follows. There are 3 factors in the service quality of a Korean restaurant. Customer satisfaction and management performance are drawn as one factor. The correlation analysis among the service quality factors, customer satisfaction and management performance show that they all have positive (+) correlations. Regarding the service quality of a Korean restaurant, the physical environment has the biggest impact, followed by human service and convenience. Regarding the service quality of a Korean restaurant, human service and the physical environment have a significant impact on management performance. Satisfaction of customers who visited Korean restaurant has a significant impact(p<0.001) on management performance.

• Health Policy and Management
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• v.18 no.3
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• pp.1-17
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• 2008

The measurement and management of patient satisfaction has become one of the key issues in the last two decades. Hospitals must thoroughly understand the needs of their customers and design products and health services that meet and exceed their expectations. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for managing customer satisfaction in a variety of applications. IP A is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. The aim of this study is to develop the management strategies for improving patient satisfaction in university hospitals using the I-P analysis. The attributes on inpatient service quality in 4 university hospitals was investigated using the Martilla and James(l977)' s a mean adjusted I-P grid where the axes of the grid cross at the average rating point of all items. The patient satisfaction questionnaires were completed by 600 hospital inpatients. The main statistical methods are path analysis and IPA with SPSS 12.0 and AMOS 4.0 statistical softwares. The two attributes, physician and medical service, administrative staff kindness attributes position in first quadrant(Keep Up the Good domain). The nurse and nursing service attributes position in second quadrant(Possible Overkill domain). The two attributes, convenience of check-in service, facilities and physical environment position in third quadrant(Low Priority domain). Finally the quality of inpatient service(food etc.) attributes position in fourth quadrant(Concentrate Here domain). These findings show various implications on the development of strategies in university hospitals in the future. It was determined that quality of inpatient service(food etc.) need to concentrate more on investments. These investments include a taste, price, proper provision of food service and quick response of pain management. A low priority was given to investment in streamlining the check-in process of inpatient and hospital facilities and physical environment in the long run.

• Korean journal of food and cookery science
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• v.29 no.4
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• pp.367-376
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• 2013

The objectives of this study are to provide the food market of internet shopping malls with effective marketing data, to provide basic data for the development of related fields of the study, and ultimately to increase the satisfaction of food consumers of internet shopping malls. To achieve the object of this research, a cluster analysis of the research subjects was carried out based on the following 5 factors of food purchasing attribute that had been deduced by a factor analysis by the types of food purchasers: quality characteristics, informativity, convenience, price and diversity. According to the result of the cluster analysis, the research subjects were classified into the 2 clusters of diversity and informativity. The deduced 2 clusters, together with age and occupation among general characteristics, were used as independent variables to find out food purchasing behaviors and satisfaction at internet shopping malls. The results are as follows: Regarding the frequency of food purchasing experiences at internet shopping malls according to occupation, the highest frequency was shown by those involved in service, sales and self-employed businesses; whereas regarding the frequency according to age, those in their 30s and 40s showed the highest frequency. The total amount of money spent on food purchasing for 1 year at internet shopping malls was shown to increase as age increased. The frequency of the purchasing experiences of agricultural products and fish products was shown to be higher as age increased. However, overall purchase satisfaction was highest among those in their 30s, while lowest among those in their 40s. Regarding satisfaction by the types of food purchased via internet shopping malls, satisfaction was relatively higher with common foods and functional foods, while lower with fish products. Taken together, it was concluded that purchasing behaviors at internet food shopping malls, such as the frequency of purchasing experiences and purchase amount, varied depending on age rather than purchasing attribute. Accordingly, in order to vitalize internet food shopping malls, it would be necessary to provide customized food shopping information for individual age groups.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.18 no.3
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• pp.81-95
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• 2023

In this study, the effect of platform selection attributes on customer satisfaction by mediating supplier trust for agrifood platform users was analyzed. The sub-variables of the selection attribute were classified into diversity, convenience, information, commerciality, and interactivity. The collected 190 questionnaires, SPSS v24.0 and Process macro 4.0 were used for empirical analysis. As a result of the analysis, first, it was found that information, commerciality, and interactivity affect supplier trust in a positive direction, and diversity and convenience do not affect supplier trust. Second, it was confirmed that supplier trust had a significant positive effect on customer satisfaction. Third, convenience, information, commerciality, and interactivity were found to affect customer satisfaction in a positive direction, and diversity did not affect customer satisfaction. It was tested to mediate between informational, commercial, interactivity and customer satisfaction. These results suggest that the platform's informativeness, commerciality, and interactivity can increase customer satisfaction by increasing supplier trust. As a follow-up study, it is recommended that the analysis of moderated mediating effects by the conditional process model including moderating variables or research to discover third mediator(s) other than the supplier trust used in the study is needed.

• The Korean Journal of Food And Nutrition
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• v.29 no.1
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• pp.87-103
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• 2016

The purpose of this study was to analyze the food-related lifestyle choices of female baby boomers and to investigate variables regarding home meal replacement (HMR) buying behaviors and future needs. This study was conducted on 358 female baby boomers 53 years of age living in Gyeonggi and near Seoul. Out of 420 distributed questionnaires, 358 were returned and used for analysis (response rate: 85.2%). As a result of cluster analysis, three groups were identified based on the food-related lifestyles : a value-seeking group, a convenience-seeking group, and a health-seeking group. Among the three groups, there were significant differences in two socio-demographic characteristics, education level (p<0.05) and regular exercise (p<0.01), and in several health- and food-related habits, type of breakfast (p<0.01), type of dinner (p<0.05), dinner details (p<0.05), frequency of eating out (p<0.05), and eating habits score (p<0.01). The health-seeking group was significantly more likely to purchase ready to cook (RTC) items (59.1%) than were the other groups (p<0.001). However, the ratio of HMR purchasing for the purpose of meal replacement (p<0.05) and an HMR purchasing frequency of more than twice a week (p<0.001) were significantly lower in the health-seeking group. Reasons for selecting HMR showed a similar tendency among groups in taste (26.2%), convenience (18.7%), price (16.9%), safety (15.3%) and type of food (14.3%). However, the satisfaction scores for hygiene and safety reported by the health-seeking group were significantly lower than those reported by the other groups. More than two-thirds of all respondents were willing to purchase HMR in the future, though there were significant differences according to group: convenience-seeking group, 73.1%, health-seeking group, 70.1%, and value-seeking group, 65.7% (p<0.05). Our results suggest that the number of baby boomers purchasing HMR products will continue to grow and baby boomers will want HMR products to be more healthy (52.0%), safe (28.5%) and delicious (13.4%). An emphasis on taste was high in the convenience-seeking group, whereas an emphasis on health was high in the health-seeking and value-seeking groups. In conclusion, this study shows various food-related lifestyles amongst female baby boomers and illustrates the need to develop HMR marketing strategies targeted to these different lifestyles.

• Journal of the Korean Society of Food Culture
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• v.29 no.6
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• pp.528-538
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• 2014

The purpose of this study was to investigate the relationships among recognition, preference, and purchasing characteristics for Changnyeong onions and garlic as well as festival satisfaction among participants at agricultural product festivals in the Changnyeong region. Results showed that festival satisfaction of 'place of festival' was highest while 'convenience facility & event contents' earned the lowest scores. Most subjects (90.5%) had purchased Changnyeong agricultural and processed products. A major purchasing type was fresh agricultural products (66.7%). The pathways to recognize Changnyeong agricultural products were mostly 'promotion by related institutions' (22.0%), 'family relatives' (20.8%), 'mass media' (16.6%), and 'festivals and events' (16.1%). The most considered factors for purchasing regional products were 'geographical origin' and 'ingredients'. Changnyeong onion showed higher scores for recognition and preference and rate of purchase experience and intention than for garlic. The correlation coefficients of recognition and preference for onion and galic were 0.603 (p<0.001) and 0.598 (p<0.001), respectively. The explanation power ($R^2$) of related variables for purchase of Changnyeong onions was 0.258. The regression coefficients (${\beta}$) for 'recognition', 'preference' and 'convenient facility & event contents' were positive, whereas the regression coefficient for 'price' was negative. Recognition, preference, and convenient facility & event contents with garlic purchase showed a positive relationship ($R^2$=0.253). The most effective promotion method to increase sales of Changnyeong agricultural products was 'local festivals and events' (27.8%).

• Culinary science and hospitality research
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• v.19 no.2
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• pp.28-39
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• 2013

The purpose of this study is to examine the causality among customer orientation, job satisfaction, and organizational commitment of food service employees using a non-recursive model. To do this, literary and empirical research was carried out. In the literary research, this study examined previous studies related to the concepts such as customer orientation, job satisfaction, and organizational commitment. The empirical research was analyzed based on the questionnaire answered by 203 food service employees. Main results of this study are indicated below. First, customer orientation had a positive effect on job satisfaction(t=2.404, p=0.016). Second, job satisfaction had a positive effect on organizational commitment(t=8.555, p=0.000). Third, organizational commitment had a positive effect on customer orientation(t=6.071, p=0.000). Our main theoretical and practical implication includes the significance of extending the range of research by verifying the non-recursive causality among customer orientation, job satisfaction, and organizational commitment. The limitations of this study are possible problems with generalization by convenience sampling in limited areas.